Customer Success Manager (JB1854)

Customer Success Manager (JB1854)

Johannesburg North, Gauteng

R25 000 – R37 500 per month

Duration: Permanent

Overview

As the Customer Success Manager, you will provide remote customer success management services in English and/or German to a Swiss FinTech company who provides a cloud platform that digitizes communications and order/claim processes for insurance and real estate management companies.

Minimum Requirements:

• Bachelor’s degree
• Minimum of 4 years relevant experience
• Strong customer orientation skills
• Robust customer interaction skills
• Maintaining a positive, empathic, and professional attitude towards customers at all times
• Able to conceptualize solutions
• Ability to troubleshoot and work under pressure
• Positive, encouraging, and enthusiastic
• Team orientated
• Proficient in Microsoft Office
• Fluent in English (fluency in German highly favorable)

Duties and Responsibilities:

• Customer support and onboarding on cloud-based platform
• Explain and convince customer why registration makes sense
• Support customers throughout the user journey
• Address customer queries
• Answering support tickets from customers and ensuring satisfaction
• Regression testing on cloud platform
• Report on customer experience
• Excellent notetaking on customer interactions, transactions, comments, and complaints
• Providing feedback on efficiency of customer service process
• Training service providers for smooth integration into the network
• Internal communication with all stakeholders, in particular with the Sales and Project Management Teams
• Support the billing process through the clients ERP
• Acting as deputy to the Operations Manager in case of absence
• Helping to conceptualize, build and lead support in SA