Job Title

Client Success Manager

South Africa, Western Cape
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R30000 - R52000 Per Month
Area: South Africa, Western Cape
Sector: IT / Computers / Software
Posted: 4 July 2024

Job Details

A dynamic, vibrant and growing IT company is looking for Client Success Manager to be responsible for ensuring the retention, long-term success, and satisfaction of our clients by leveraging data analysis to drive strategic initiatives. This position involves building strong relationships with clients, understanding their needs, and optimizing their experience with the company’s products and services, and using data insights to develop tailored strategies that enhance their experience and drive mutual success. A successful Client Success Manager combines empathy, analytical skills, and strategic thinking to ensure clients achieve their desired outcomes while maximizing their return on investment.

DUTIES WILL INCLUDE, BUT ARE NOT LIMITED TO:

Client Relationship Management:

  • Client meetings and engagement: Ensure formalized IT steering committee (IT Steerco)
  • meetings take place with the clients, coordinate engagements and ensure productive meetings take place for IT management planning
  • Prioritize activities & engagements, which consider client account risk and client profitability
  • Proactively identify opportunities to add value and address client needs through data-driven insights
  • Address client inquiries, concerns, and complaints promptly and effectively
  • Collaborate with internal stakeholders and external stakeholders to ensure a seamless client experience
  • Collaborate with internal stakeholders to identify opportunities for upselling or cross-selling based on client usage and behaviour

Client Success Planning:

  • Develop and execute client success plans tailored to each client’s unique goals and objectives
  • Collaborate with clients to define key success metrics and establish benchmarks for measuring progress
  • Monitor client health indicators and proactively address any issues or concerns that may arise

IT Service Management: focus areas include, but are not limited to:

  • IT Planning and Road mapping: Manage IT planning initiatives and strategic engagements and generate proactive plans for IT. Communicate gaps in IT and develop roadmaps that will mature IT for clients
  • Risk management: Evaluate and manage risks, ensuring strategies to remediate are planned and implemented. (Business continuity, cyber security, data governance, infrastructure)
  • Change management: Planning for and implementing planned changes with the client to ensure changes are communicated and implemented effectively according to agreed objectives with the client
  • Problem management: identify and coordinate the remediation
  • IT Management according to established frameworks: processes are implemented according to company standards and agreed frameworks (including ITIL and COBIT)

Account Management: focus areas include, but are not limited to:

  • Escalation management: Deal with client account escalations, address the problem by working with the relevant parties and communicating effectively with the stakeholders until remedied
  • Plan and prepare IT budgets for clients, according to the risks and gaps identified as part of IT maturity initiatives
  • Contract management: Review and align contracts and monthly services to ensure correct billing and current contracts are in place.

Growing the Business: focus areas include, but are not limited to:

  • Pipeline Generation: Continuously look for new Logos through relationships and Lead Generation exercises
  • Deepen and Broaden the Offerings: Assist to find new solutions that can be marketed and sold within the current structure of the business

REQUIREMENTS:

  • Matric or NQF equivalent
  • Certification or Degree in Business Administration or Business Management or related field will be advantageous
  • Experienced working with ITIL and COBIT5 frameworks (certification will be advantageous)
  • Experienced managing IT Risk and Change management
  • Experience in planning and managing projects
  • Experience consulting on a high level with executives, developing business-aligned IT strategies and roadmaps
  • Experience consulting on and enforcing IT and Data Governance initiatives
  • 5 years’ experience in Service Delivery Management or IT management or similar roles
  • Experience managing people
  • Driver’s license and own motor vehicle
  • Must reside in Cape Town

 

Personal Competencies

  • Proficiency in data analysis, including interpreting trends and making data-driven recommendations. Ability to analyse and resolve problems
  • Strong interpersonal & leadership skills
  • Excellent decision-making skills
  • Fluent verbal and written English communication skills
  • Professional and confident communicator. Effective listening skills
  • Dynamic and high energy levels
  • Good follow-up skills
  • Be patient, tactful, diplomatic, and approachable
  • Ability to work under pressure and meet deadlines
  • Work accurately, meticulously, and pay attention to detail
  • Excellent organizational, planning and time management skills
  • Ability to multitask and prioritize
  • Strong administration skills
  • Enjoy working in a team, but also can work independently