Customer Success Specialist

Recruiter:

wePlace

Job Ref:

JHB000799/AS

Date posted:

Monday, February 17, 2025

Location:

Johannesburg, South Africa

SUMMARY:

Our client, a leading and trusted compliance management software solutions provider is looking for a Customer Success Specialist to build and maintain existing client relationships and to ensure customer success.

POSITION INFO:

Title: Customer Success Specialist

Role Context:

The Customer Success Specialist role demands responsibility for building and maintaining existing client relationships and ensuring customer success and excellent service delivery within the existing customer base. You will be a key contributor towards customer retention and growth and as a result will work closely with the Head of Retention for renewals and the Head of Cross selling to increase revenue per client all while building long term relationships. The ideal candidate will be a skilled communicator with a strong understanding of customer needs and a commitment to delivering outstanding service.

Reporting| Direct Reporting Lines:

Head of Customer Success

Desired Qualifications & Experience

A Bachelor’s degree in business or a related field
Over 5 years of proven success in a BBBEE advisory/ consultation or analyst role.
Knowledge of customer engagement and customer service experience
Knowledge of account management is an advantage
SaaS sales experience is an advantage
Excellent Knowledge of BBBEE legislation across sector codes
2 – 3 years’ experience with CRM’s
A high level of Microsoft Office proficiency, and general computer aptitude

Key Duties & Deliverables of the Role

Training of existing clients on the use of BBBEE Software Solutions.
Onboarding and managing the relationship between clients and company, including onsite visits with the assigned CS specialist.
Conducting digital and onsite reviews of clients’ BBBEE scorecards, reviewing and correcting their data and use of the system, and giving necessary training and advice on the improvement of their BBBEE compliance.
Providing telephonic, email, Live chat and onsite support to clients relating to Software Solutions and BBBEE theory.
Content creation and maintenance thereof of the support website.
Managing, training and mentoring any staff members assigned to your supervision.
Timeous completion of any task reasonably assigned to you by management.
Conducting investigations to review score variations where necessary.
Provide custom BBBEE reporting for committees or projects on request of client.
Assist with data intensive reporting in order to meet projected timelines of clients.
Assist in speccing, reviewing and / or testing any new changes that may occur to the Codes of Good practice, be it Revised and or sector charters to ensure that the system is up to date.
Assist in speccing, reviewing and / or testing the current B-BBEE software solutions on existing B-BBEE codes and sector codes.
Actively manage the entire portfolio for existing clients assigned to you for retention.
Work closely with the Head of Retention to ensure efficient processing of renewals.
Support and Work with the Marketing department to contribute to relevant content from customer success journeys for existing clients to technical BBBEE advisory content (from generation to review).
Develop and maintain long-term relationships with customer accounts and operate as the point of contact.
Develop a deep understanding of our products and services to provide informed guidance and support to customers.
Continue to self-study on B-BBEE legislation to ensure operational efficiencies in the space.
Manage projects within client relationships, working to carry out client goals while meeting company goals.
Service multiple clients concurrently, meeting deadlines.
Update all records on CRM to ensure accurate reporting and forecasting.
Conduct business webinars relative to B-BBEE and/or BBEE software solutions.
Develop, prepare, and maintain strategies in support of the Customer success plan for each of your clients assigned.
Serve as a mentor to less experienced Customer Success Specialist and assist in trainings regarding effective delivery solutions
Encourage teamwork within the Customer Success team and lead by example
Monitor quality and consistency of service delivery

Key Competencies:

Hungry to positively change their earnings trajectory by creatively applying knowledge, skills, and expertise
Committed to building long term relationships with clients
Excellent communicators and has interpersonal skills
Respectful and hold favour of their colleagues to demonstrate growth
Invested in continuous development by self-learning
Resourceful and can self-manage to provide a positive impact to the business
Forward thinkers who act on their own initiative
Problem solvers to successfully contribute to the success of our customers
Resilient to an agile BBBEE industry and its trends
Able to demonstrate strong leadership and team management skills
Results driven and motivated by achieving targets
Strategic thinker with a proactive approach to problem solving
Adaptable and capable of managing multiple priorities in a fast-paced environment
Detail orientated with a diligent work ethic

Should you not receive a response from us within one week of your application, your application has unfortunately not been successful.

You can visit our website for more vacancies: /

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