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SUCCESS MANAGER

We are a global, young and dynamic financial start-up company looking for a technical support person with a two-year experience in a medium to large organisation with the support of internal users.

The Customer Success Manager (CSM) will support the post-sales customer lifecycle as it relates to customer adoption, on-going support, program optimization and expansion.

The CSMs are the main interface for all program-related inquiries and build relationships with all relevant stakeholders as trusted advisor, they are responsible for customer retention. The ideal CSM must have a strong understanding of our Customers’ business objectives and the ability to identify and articulate how our solution supports achievement of the Customers’ strategic business goals.

The CSM manages the customer experience across our Customer base, meeting agreed retention and usage targets.

The CSM is responsible for understanding the ‘health’ of our customers, ensuring they grow.

Responsibilities:

Key Responsibilities and Accountabilities:

  • Work with the Pre-sales, Project and Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth ‘go live’ and introduction for the Customer from the outset.

  • Work with customers to design their Customer Experience programs aligned with Rant & Rave philosophy and product capability whilst ensuring tailored to our Customers’ business objectives and strategy so that the program provides continued value to the Customer and drive long-term account satisfaction and growth.

  • Support Account Manager’s with customer renewals, proactively identifying and prioritizing resources and effort according to perceived risk, potential growth, strategic value and renewal time frame.

  • Closely monitor adoption rates of assigned Accounts; providing insight to Customers.

  • Work collaboratively with the Marketing team to build Customer testimonials and referrals.

  • Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice.

  • Anticipate Customers’ requirements and possible challenges - make our customers successful! Promote the Company’s services (enhancements / updates / new initiatives / maintenance) through the relationships you have nurtured within the Accounts. Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them.

  • Contribute to the development of company goals, growth and profitability targets by being an active member.

           

Business Development Responsibilities:

A business development executive is a senior manager tasked with the job of helping our business grow and therefore, they are high-level sales professionals.

Your priority is to assist their companies acquire new customers and sell additional products or services to existing ones; this means the role is a crucial one for any business with the ambition to expand or the necessity to diversify its clientele. It also means that effective business development managers are in high demand in nearly every job sector there is, including business-to-business, business-to-customer, and even non-profit organizations.

A business development professional has three primary responsibilities:

  • Identifying new sales leads

  • Pitching products and/or services

  • Maintaining fruitful relationships with existing customers

 

When it comes to generating leads, day-to-day duties typically include:

  • Researching organizations and individuals online (especially on social media) to identify new leads and potential new markets

  • Researching the needs of other companies and learning who makes decisions about purchasing

  • Contacting potential clients via email or phone to establish rapport and set up meetings

  • Planning and overseeing new marketing initiatives

  • Attending conferences, meetings, and industry events

 

When it comes to the challenge of actually selling, other typical duties include:

  • Preparing PowerPoint presentations and sales displays

  • Contacting clients to inform them about new developments in the company’s products

  • Developing quotes and proposals

  • Negotiating and renegotiating by phone, email, and in person

  • Developing sales goals for the team and ensuring they are met

  • Training personnel and helping team members develop their skills