29 Oct '19
Client Success: Team Lead

Sales and Marketing, Gauteng JHB - Northern Suburbs

R 60 000 Monthly

Our client is focused on continuous technology improvement, best-in-class customer experience solutions and innovations that enable our clients to find and achieve potentially game-changing visions. Due to expansion, a position for a Client Success: Team Lead has become available.

Responsibilities:

Together with the Head of Client Experience, create an inspiring Client Success team environment with open communication and a client-centric culture 

Manage the Client Success team utilisation and client assignments, to secure renewal and upsell contracts with existing clients and achieve sales targets 

Monitor the team’s performance, employ strategies to improve the team’s performance and report thereupon to the Head of Client Experience

Actively lead the team, manage the team’s KPIs, conduct employee reviews, have one-on-one connects/engagements with team members on a biweekly/monthly basis, develop employees using Personal Development Plans (PDPs) and conduct teambuilding initiatives 

Implement and improve the Client Success (Engagement) Model

Build client strategies that can positively impact sales, and guide the team on building and implementing client strategies (knowledge share)

Build the personal mastery and capability, and CX knowledge of the team to effectively implement their tasks and constantly delight company's clients (discover the training needs of the team)

Ensure that the Client Success team delivers and communicates ROI to Smoke CI’s clients, throughout the client lifecycle 

Work closely with the IT Support, Research and Professional Services, IT Support Operations, Developers, Projects, and Implementation teams to deliver excellent client experiences 

Be a trusted partner for your few blue-chip (enterprise) clients on Eyerys’ use-case and product functionality, and be a strategic CX partner to clients

Coach, mentor and support the Client Success team to be trusted partners for their clients on Eyerys’ use-case and product functionality

Represent, and ensure that the Client Success Team represents, the Voice of my client clients in order to provide input into Eyerys (their core product), marketing and sales processes / improvements

Review/Optimise, draft and implement processes and templates for the Client Success department to ensure Client delight and retention (for example, communication logs, account management plans, etc.)

Conduct own and ensure that the team’s administrative tasks are in line with company's requirements

Manage, monitor and report on the team’s billable hours

Work with the Head of Client Experience and the Head of Marketing to identify appropriate “showcase” projects with clients, including opportunities for case studies

Enhance own development by taking responsibility for staying informed and up to date with CX and relevant industry knowledge

Experience

5+ years Client Success or Key Account Management experience in a SaaS, software or consulting company (essential) 

3+ years leadership experience (managing a team) (essential)

Proven experience in account managing blue-chip and/or large and/or complex clients (essential)

Experience working with cross-functional teams (for example: product, development, marketing, etc.) (essential)

Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals (essential)

Experience and knowledge of technology and software industry (essential) 

Experience and knowledge of Client Experience (CX) (advantageous) 

Excellent proficiency in MS Office (Word, Excel, PowerPoint, and Outlook) (essential)

 

Ad Visible Until: 31 December 2019
Ref: JHB000187/MP

Vacancy Type: Permanent