SEEKING:
Customer Success Manager
FOR:
Full-Time Position
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MISSION STATEMENT:
As a Customer Success Manager you will be responsible for developing customer relationships that promote retention and customer loyalty. You will collaborate effectively with multiple internal teams in order to enable our customers achieve their desired outcomes and maximize ROI.
You will have access to world-class software development and analytics capabilities and be part of a dynamic team that is at the center of Trade Shield's disruptive strategy.
ABOUT TRADE SHIELD:
We are a fast-growing tech start-up that harnesses the power of AI to provide our clients with powerful insights into the credit they extend to businesses. Trade credit drives business in global markets and Trade Shield aims to be the leading decision engine for trade credit globally.
OUR EMPLOYER VISION:
We are a young, diverse and dynamic team of passionate characters that thrive in a fast-moving, competitive environment full of opportunity and the latest tech. Our growth path challenges all employees to look beyond their job descriptions and to improve relentlessly – and we support our staff in doing just that!
VALUES:
Extreme Ownership - Relentless Learning - Excellence - We Win When Our Customers Win
LOCATION:
25 Owl Street, Braamfontein Werf, Johannesburg
REPORTING TO:
You will be reporting to the Head of Customer Success
RESPONSIBILITIES
- Customer Onboarding & Adoption (45%)
- Lead the onboarding & adoption process for new clients, ensuring a smooth and seamless transition from the sales process to implementation and impact
- Ensure that key action items are well documented and actioned by relevant teams in a timely manner in line with internal SLAs
- Ensure that all customer configuration requirements are completed accurately during onboarding by relevant supporting teams
- Coordinate and run weekly/monthly implementation & adoption meetings
- Collaborate with cross-functional teams, such as sales, product, and support, to ensure successful client onboarding and adoption
- Customer Growth & Retention (45%)
- Act as the face of the company, build strong relationships with clients and serve as their trusted advisor
- Conduct regular business reviews with clients to assess their progress, address any challenges, and identify areas for improvement or expansion
- Proactively monitor client satisfaction, identify any potential issues or concerns, and implement effective strategies to ensure high levels of customer retention
- Drive customer growth by identifying upsell and cross-sell opportunities based on client needs and usage patterns
- Provide ongoing training and support to clients, helping them maximize the value they derive from our products and services
- Ensure that customers are continuously being impacted (receiving value from Trade Shield's offering) thus ensuring retention
- Analyse available stats and implement changes to drive adoption and client value
- Continuous Improvement (10%)
- Build and maintain knowledge of Trade Shield's systems and processes
- Stay abreast of new product feature developments and impact it has on clients
- Collaborate with the product team to provide feedback on client needs and feature requests, contributing to the continuous improvement of our offerings.
GROWTH VISION:
Customer Success is a fast-growing profession that offers challenging and rewarding opportunities. This role is key to the successful execution of our entire operation and critical in keeping customers happy. The role will enable you to gain a deep understanding of Trade Shield's products and services and how they fit into the value proposition to our customers. This exposure is key for anyone wishing to play a role in fast growing SaaS business.
REQUIRED QUALIFICATIONS:
(*critical)
- 3+ years experience in a similar environment
- 3-year university degree preferred
- Basics of project management (Advantageous)
