6 Feb '20
SaaS Client Success Lead/Manager

Sales and Marketing, Gauteng Gauteng

Competitive -

RANDBURG Leading software company with a strong focus on employee engagement and wellbeing has an opportunity available for an accomplished Software (SaaS) Key Account Manager (5+ years) with external client facing experience and at least 3 years experience leading / managing a team full time. 

Do you have a strong drive for results and a passion for technology and Client Experience?

Company has budget allocated for personal growth, studies and mentorship to ensure ongoing personal growth and exposure to the latest technologies and methodologies. 

The role:

 

  • Reports to Head of Client Experience (CX)
  • Work with Head of Client Experience to create an inspiring Client Success team environment
  • Manage team utilisation and client assignments (securing renewal and upsell contracts with existing clients and achieve sales targets) 
  • Monitor team's performance, employ strategies to improve performance and report thereupon 
  • Actively lead the team and manage KPI's, conduct performance reviews, have one-on-one meetings, develop the team as per their Personal Development Plans and conduct team-building initiatives 
  • Implement and improve the Client Success engagement model
  • Build client strategies to positively impact sales and guide team on building and implementing strategies and knowledge sharing
  • Build personal mastery and capability and CX knowledge of the team (implement tasks and delight clients) 
  • Discover training needs of the team 
  • Ensure the team delivers and communicates ROI to clients throughout the lifecycle
  • Work closely with IT Support, Research and Professional Services, IT Support Operations, Developers, Projects and Implementation teams to deliver excellent client experiences
  • Be a trusted partner to blue-chip enterprise clients on use-case and product functionality
  • Coach / mentor / support the team
  • Represent (and ensure team represents) the voice of the clients to ensure input regarding the core software product, marketing and sales processes / improvements
  • Review / optimise, draft and implement processes and templates (such as communication logs, account management plans)
  • Ensure own and teams administration complies with company standards
  • Manage, monitor and report on team's billable hours
  • Work with Head of Client Experience and Head of Marketing to identify appropriate showcase projects with clients, including opportunities for case studies
  • Responsible for enhancing own self development, staying informed and up to date with CX and relevant industry knowledge

 

Requirements to apply:

 

  • Relevant University Degree (essential)
  • Client Experience professional certification (beneficial)
  • Experienced with external, client facing sales / client relationship experience
  • Experience managing a team (full time) and strong leadership experience 
  • 5+ years Client Success or Key Account Management experience in SaaS with external clients (essential)
  • 3+ years experience in a leadership role (managing a team full time) - essential
  • HR knowledge / experience as it pertains to leading a team (beneficial)
  • Proven experience account managing blue-chip and/or large and/or complex / enterprise clients - external client experience (essential)
  • Experience working with cross-functional teams (such as 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) - beneficial
  • Highly proficient in MS Office (including PowerPoint) - essential 
  • Proven experience in representing written and statistical data (essential) 

 

 Benefits:

  • Opportunity to work with new / latest technologies and on-going education and improvement
  • Study assistance
  • Join a team with a high performing culture and stunning incentives and opportunities to ensure employee engagement
  • Competetive salary on offer
  • Generous leave days
  • A fun (but professional) environment with a young team of like-minded "tech geeks"

 

If you would like to apply please submit your application online (click on apply) - we DO NOT monitor email applications as this does not go into our vacancies database and consultants cannot access your information or provide feedback.

 

Other Benefits: Benefits

Ad Visible Until: 7 March 2020
Ref: JHB001133/TS

Vacancy Type: Permanent