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Client Success Managers (CSM)

[Johannesburg] - Permanent

Ref: iS00122D

Our client URGENTLY requires the services of 6 Client Success Managers (CSM) to:
  • Retain and support the growth of client portfolios through effective and well managed service delivery.
  • Fulfill the role of a single client touch point and key custodian of relationships internally and externally, including clients and support teams, for the coordination and delivery of services to the client.
  • Identify risks to service continuation, report on revenue, identify upsell and cross-sell opportunities and enhance service delivery for client growth and retention.
Client Success Management:
  • Owns and manages the client relationship and engagement from a service perspective.
  • Develops service plans, encompassing ITIL disciplines and service functions in collaboration with the client and stakeholders.
  • Communicates with the client relating to ongoing service delivery and fulfilment of service plans.
  • Maintains ongoing engagement with clients to achieve positive client experience results.
Client Portfolio retention:
  • Analyses and understands the clients current service and future service requirements to retain revenue and support growth.
  • Mitigates the risk of decreasing revenue and support portfolio growth.
  • In collaboration with the sales consultant, use their close working relationship with the client, to assist the Sales organisation to identify opportunities to up sell service whilst tracking other business opportunities that may emerge.
  • Makes use of analytics to measure, retain and grow service revenues, by optimising the clients environment.
  • Researches and adopts best practices and methodologies proactively to drive contract renewals, minimize churn, and seek upsell activities in line with the clients business objectives.
Relationship Management, Client Satisfaction and Collaboration:
  • Plans and manages client visit schedules and approaches to build and grow trust and interaction with client key parties.
  • Supports sales through the promotion of the Client Success strategic initiatives with clients, internal sales management and relevant stakeholders, to collaboratively promote the execution of in-contract growth.
  • Establishes effective communication channels and working relationships with client representatives, who also operate at a regional level within their business.
  • Identifies mechanisms to support ongoing client satisfaction and in-contract growth whilst ensuring the solution is incorporated into the Client Success and Service Delivery Plan.
Service Delivery and Escalations Management:
  • Ensures that Technical Contact Lists are kept up to date and disseminated appropriately amongst all relevant support structures.
  • Interacts with and coordinates between all support teams within the business, and the client, and bridge the divide between the business and client during escalations.
  • Adheres to the documented the business support and escalations process and communicates to all stakeholders.
  • Works in tandem with the business support teams and escalations managers to resolve issues.
  • Facilitates change process amongst stakeholders and assess that the changes made have the intended effect.
Reporting and Account Analysis:
  • Owns and manages initiatives such as Risk Registers and Mitigation plans, and Continual Service Improvement plans.
Coordinates Monthly Operational Summary and Ad Hoc Reports (which could include):
  • A network Capacity Analysis Summary.
  • A review of outstanding and implemented changes and their net effect on the clients servicescape (Group of procured services) .
  • An analysis of recurring incidents and a summary of outstanding problems and their respective resolution status.
  • A summary of all escalations for the month and their associated resolution/s.
  • A summary of applicable SLA metrics and performance statistics.
  • Incident Reports sequence of events / Reason For Outage (RFO) statements.
  • Provide the client with a view on the performance of their services monthly to facilitate informed discussions with the client on how best to improve and enhance their current solutions.
The ideal candidate should have:
  • Matric (Grade 12) Certification.
  • IT Related Degree or Diploma in a recognised Institution.
  • 5 years experience in an IT Service Delivery Environment including.
  • Contract management.
  • Implementation of best practice methodologies in service management.
  • ITIL Foundation Certificate in IT Service Management.
POSITION: Permanent.
    COMMENCEMENT: Immediately.
    • Please send your comprehensive resume, 2 recent payslips and supporting documentation.
    • Only shortlisted candidates will be contacted.
    N.B: If you have not received a response from us within 14 days please consider your application for this role as not successful.

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