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Customer Success Manager

Black Pen RecruitmentWorkFromHome, Gauteng, South Africa

1 day ago

Job description

Role Overview

Our client is a modern feature-rich full-cycle insurance policy administration system designed for insurers MGAs and brokers seeking to optimise their processes accelerate product launches and enhance connectivity. Their cloud-based no-code platform transforms the administration of insurance delivering a seamless user experience across policy claims and billing functions.

The Customer Success Manager (CSM) plays a critical role in ensuring that clients derive maximum value from our clients solutions and services. The CSM is responsible for developing trusted long-term relationships by aligning their support efforts with each clients business objectives and operational priorities.

The key focus of the role is to support delivery proactive service management and strong client engagement while identifying and raising opportunities for further enhancement of services and solutions.

Job Type

Full Time / Permanent
Location : Johannesburg
Workplace : Hybrid (2 days in office)

Requirements

Prior experience in a client-facing support or account manager role preferably within a software or technology environment.

A strong understanding of support delivery frameworks or service-level agreement management.

An understanding of Agile delivery models and sprint-based planning

Hands-on experience with ticketing and collaboration tools (for example Jira and Confluence)

Proficiency in Microsoft Office specifically Word Excel PowerPoint and Teams

Prior experience in insurance or financial services environments will be an advantage but not a minimum requirement.

Monthly onsite visits at clients offices will be required which may include some national travel.

You have excellent interpersonal and communication skills which enable you to effectively engage and build professional relationships with a range of internal and external stakeholders.

A composed and professional individual you inspire confidence and trust in the stakeholders you engage with.

You are solutions-oriented with good conflict management and negotiation skills.

You are resilient and adaptable to change.

Responsibilities

Build and maintain client relationships

Develop and nurture strong trust-based relationships with key client stakeholders.

Understand client business strategies and align our support efforts accordingly while working within the overall our clients framework and strategy.

Client support planning

Coordinate the resolution of support tickets and ensure adherence to service level agreements.

Facilitate the prioritization of incidents and feature requests.

Manage escalations and maintain timely communication with clients regarding the progress.

Keep clients informed about system updates enhancements and changes to support processes.

Client engagement and retention

Conduct regular check-ins and strategic reviews with clients through planned Steerco meetings

Support the onboarding of new clients and / or client representatives to ensure a smooth transition

Support Service and efficiency

Monitor and report weekly on client service metrics to ensure continued alignment with expectations.

Ensure client support delivery is efficient while aligning with the sprint structure and service level agreements.

Act as a liaison between clients and the technical teams to translate business needs into actionable tickets.

Participate in the daily standups to review incident feedback feature prioritization and ensure weekly updates are provided to clients.

Support and maintain accurate client health scores and engagement statuses

Key Skills

Bidding

Business Solutions

ABAP

Business Operations

Business Sales

Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1

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Customer Manager • WorkFromHome, Gauteng, South Africa

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