Job description
The customer success manager will be responsible for building customer relationships and driving customer retention and increased loyalty. This role works closely with customers with the goal of optimising the customer experience and helping them fully leverage and value the business’s products. Specifically, this role will be responsible for:
Analyse customer data to understand customer behaviour and capture opportunities for increased value and customer success
Drive and maintain customer churn at below 2%New customer account creation on hubspot as per set SLAs and documented guidelines
Resolve(first-line support) and facilitate resolution of customer complaints and improve on service delivery through continuous process improvement.Keeping updated customer records and escalation/communication notes on Hubspot as per account details
Ensure renewal requests are done on time within expiry date set into smooth roll-over with no downtime or service suspension
Communicate with clients to understand their needs and explain product value
Collaborate with internal departments to facilitate customer needs
Build customer relationships based on integrity, trust and respect
Respond to customer complaints within the hour during business working days and within 24 hours of non working days( when on escalation duty)
Essential Requirements
Bachelors’ degree in a Business-related field;
Excellent oral and written communication skills;
Excellent organizational and time management skills;
Oustanding relationship management and customer engagement skills;
At least 3 years experience in a similar role;
Passionate about driving positive outcomes for clients; and
Hands on experience working with CRM software.
Deadline for application submission: 17th August 2018
