Client Success Manager

QUALIFICATION AND EXPERIENCE

23 years of experience in customer service, client engagement, or relationship management.

Excellent verbal and written communication skills.

Comfortable managing online client interactions across multiple communication tools and platforms.

Demonstrated ability to establish rapport and maintain positive client relationships.

A background in sales or meeting performance targets is advantageous.

Familiarity with CRM software and digital communication tools

CORE COMPENTENCIES

High standards of customer service

Strong interpersonal and communication skills

Proficiency in using digital communication platforms

Process-oriented approach to managing client workflows

Commercial awareness and sales sensitivity

Analytical thinking and reporting capability

Empathy and effective problem-solving

Professional conduct and ethical standards

Fluency in both English and Afrikaans is beneficial

Key Responsibilities

Communicate with clients across various platforms to build strong, lasting relationships and enhance their overall experience.

Carry out timely and structured follow-ups with clients at different stages to promote satisfaction and encourage retention.

Collect and assess client feedback through regular check-ins to pinpoint areas for improvement and growth.

Work closely with internal departments to resolve any client issues swiftly and professionally.

Monitor engagement data and generate reports to support internal decision-making.

Identify opportunities for up-selling, cross-selling, or obtaining referrals to drive client loyalty.

Stay in touch with clients even after service completion to maintain satisfaction and encourage future engagement.

Contribute to marketing and communication strategies using insights gathered through client interactions