Customer Success Manager - B2B Software
Customer Success Manager - B2B Software
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use ZOHO to its full potential.
- Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship
- Own overall relationship of assigned customer accounts which includes being responsible for customer onboarding training developing innovative solutions increasing user acquisition and engagement and ensuring retention and upsells
- Coach customers at individual level (Key account training) and group level (National paid training & Free Zoho MeetUps) to be product experts and train their teams on Zoho best practices so they become increasingly selfsufficient.
- Proactively outline customer critical success factors metrics for success potential issues and provide recommendations
- Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform
- Collaborate with Sales Marketing and Product teams to offer customers a consistently highquality experience with the ZOHO brand
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas
- Identify common customer challenges and proactively suggest better solutions
- Track accounts to identify churn risk and work proactively to eliminate that risk
- Establish a trusted/strategic advisor relationship with each Key customer
- Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion
- Identify at risk accounts and minimize monthly and annual churn rates
- Identify upsell opportunities and work with Sales to drive additional revenue from customers.
- Act as point of escalation to ensure effective resolution to all account issues
- Travel meet and engage with customers via phone email messaging remote sessions and onsite to discover and understand their needs and help them use ZOHO to its full potential.
- Hold product demonstrations for customers.
- Evaluate and improve tutorials and other communication infrastructure.
- Develop and maintain positive business supplier and customer relationships.
- Report on a regular basis to management your sales activity accounts status and possible issues.
- Achieve mastery of the ZOHO platform and become an expert in the SaaS space.
- Keep abreast of industry best practices and promotional trends.
- Attend engage train and get certified on provided training platforms.
- Continuously improve through feedback.
Requirements
- Communications or Marketing Degree or similar.
- Minimum 2 years of software support experience.
- 2 years in a SaaS environment.
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction adoption and retention.
- Proven Experience with Application / InternetBased Customer Support.
- Ability to (after initial training) selfmanage and work within multiple systems efficiently.
- The ability to manage multiple tasks at once and work with noninternet savvy people in an applicationbased environment.
- Excellent communication skills and a positive attitude.
- Demonstrate leadership qualities.
- Progressive personal and businessrelated ideas.
- Not easily upset frustrated or flustered.
- Love of learning and teaching.
- Ability to effective research and monitor upcoming and current internet marketing trends.
- Fully bilingual (English & Afrikaans or other Language).
Bonus:
- A comprehensive understanding of Sales Marketing Support HR Accounting or Operations principles.
- We are open to local candidates only! Youll need to be in DSL Telecoms office in Somerset West on a regular basis with ability to work remote when required.
Benefits
- Medical Aid Contribution
Required Experience:
Manager
Employment Type
Full-Time
