Customer Success Manager

ENVIRONMENT: A dynamic Managed IT Services Provider in Durban is looking for a Customer Success Manager to ensure that customers have a positive experience with the company, achieve their desired outcomes, and continue to do business while increasing their spend with the company in the long term. The ideal candidate is a precise, detail-oriented, trustworthy, confident yet humble, self-motivated, persistent individual who proactively takes initiative and takes pride in their work. They should possess a comprehensive understanding of the IT industry, with specific knowledge of the products and services offered by the company. Additionally, they should be well-organized, capable of strategic thinking, and adept at managing customer relationships and fulfilling their needs efficiently. DUTIES AND RESPONSIBILITIES: Act as the primary point of contact for matters that extend beyond the scope of the services teams. Take ownership of issues, channelling them appropriately, and providing guidance to achieve resolution. Monitor customer WhatsApp Groups to ensure all requests are promptly addressed, as well as identify and intervene in situations that may require immediate attention. Attend training sessions and seminars as directed by the Executive Leadership. Send personalized birthday and business anniversary messages to customers. Review all customer sales requests to ensure they align with the company's offerings before presenting any quotes to the customer. Perform customer account administration to maintain accurate customer records in the company's systems, including the customer master account schedule. Manage customer contract documentation to ensure that customers always have up-to-date and signed contracts on file. Engage in self-study to stay informed about current technology trends relevant to customers. Supervise projects carried out by the company on behalf of the customer and assist in the final adoption of these projects on behalf of the company. Attend both customer and internal meetings as per the scheduled calendar. Maintain personal yet professional relationships with customers based on trust, effective communication, and reliable information. Ensure comprehensive knowledge about the customer's needs and how the company can contribute to their success. Educate customers about the company's products and services and promote them whenever opportunities arise. Identify, understand, and pursue opportunities within the customer's environment that align with the company's offerings. Assist customers in optimizing the use of their contracted services from the company, ensuring they understand what they are entitled to and use it effectively. Coordinate thought leadership and deep dive sessions with customers as needed, involving relevant company staff and external vendors/providers where applicable. Prepare and present quotations, reports, and budgets for IT-related items as required. Identify and report risks within the customer's environment that could impact their IT systems. Communicate these to the customer with information, recommended actions from the company, and associated remediation costs. Keep track of changes, risks, and upcoming events within the customer's environment that may affect the company's engagements and inform the company's Executive Leadership accordingly. Notify customers of any significant matters that may impact the company or the customer. Advocate for the company. Onboard new customers and services. Follow up on renewals. Encourage upsells and cross-sells. Build relationships between customers and the support team. Be the voice of the customer . Maintain customer contract spend. Maintain customer logos. REQUIREMENTS: Grade 12 Senior Certificate. IT Management / Business Degree or Suitable IT Diploma. Proven track record of successful Sales and Account Management Experience. 5+ years of industry relevant Experience. Proficiency with Microsoft Office Productivity applications. Experience working with customers and external audiences. ATTRIBUTES: Customer-First Mindset Communication Relationship Management Industry Knowledge Problem Solving Managing Expectations Empathy Active Listening Teaching/Mentoring Technical Skill Reading and Writing Strategic Planning Time Management Data Integration Persuasiveness Project Management Creative Thinking Cross-Selling and Upselling