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CUSTOMER SUCCESS MANAGER

Employer
Crayon
Location
Port Elizabeth Port Elizabeth Nelson Mandela Bay, South Africa
Salary
Competitive
Closing date
Jul 14, 2024

View more

Job Role
Manager
Sector
Finance
Contract Type
Permanent
Hours
Full Time
Where you'll work

A lead-generation company that works exclusively with B2B businesses. They provide lead generation and sales enablement services, and use a combination of data and highly contextual personalised messaging. They connect businesses to their ideal prospect, without the need to ever cold call.

How you'll role

You'll develop and manage customer relationships that promote retention and loyalty, ultimately improving customer lifetime value. This opportunity suits a personality type that genuinely loves customer service and has strong experience and ideas on how a client journey should work. An additional component of the position will be to measure, compile and present email campaign results and objectives, as well as the ability to work alongside the tech team and communicate objectives. The ability to interpret analytics and troubleshoot email related technical issues is beneficial.

What you'll do

Manage the client relationships as soon as campaigns have gone live

Maintain relationships to ensure client retention

Have regular catch-ups with existing clients (during and post campaigns) to understand how they have found the process and what worked vs what didn't work. Prior to these check-ins, you will need to review the relevant campaign stats so your clients can have an informed and insightful conversation

Be proactive in identifying challenges for clients before they become problems

Where challenges do come up in the check-ins, work with the relevant team members to resolve them

Understand which problems to handle autonomously vs the problems that need senior management

Own the solution that you and the team come up with - that means informing the client of what the solution is and keeping them updated on progress

Once the solution is implemented, check-in with the client to see that they are happy with the changes

Where you see trends across clients (i.e. you receive similar feedback on issues, or things that work well etc) share these with senior management

Where appropriate and relevant, on-sell and up-sell to clients if you think they can benefit from enhanced services offered by SHS

Troubleshooting of campaigns that need attention/have poor performance, e.g. high bounces

Quality assurance and testing of emails

What you'll need

A bachelor's degree in a relevant field

Minimum 1 year of experience in customer service/account management

Microsoft Office experience

CRM system knowledge

Business acumen

Knowledge of customer service practices

Strong written & verbal communication skills

A continuous improvement mindset

Show an understanding of email metrics and their function: bounce, clickthrough rate, marketing qualified lead versus sales qualified lead, and A/B testing

Personal attributes

Ability to communicate clearly

Ability to establish rapport

Ability to build & maintain relationships

Take initiative and be proactive

Remain calm under pressure

Problem-solving abilities

Structured & organised

Ability to work in a team

Ability to resolve conflict

Supportive

Open to feedback

Persistence

Salary

R20,000 - R30,000 per month (neg based on experience)

Apply HERE

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