CUSTOMER SUCCESS CONSULTANT
An education technology company situated in Pretoria is seeking a Customer Success Consultant, with a minimum of 2 years of experience in client relationship management and engagement.
Responsible for developing customer relationships that promote retention and loyalty. Work closely with customers to ensure they are satisfied with the services they receive and improve upon areas of dissatisfaction and achieve goals.
Minimum education (essential)
Minimum education (desirable)
Certificate or Diploma in Administration
Minimum applicable experience (years)
Required nature of experience
Customer Relationship Management
Direct and telephonic customer engagement
Exposure to a sales environment
Skills and Knowledge (essential)
CRM System (ie ZOHO)
Record keeping and documentation
Skills and Knowledge (desirable)
Google for Business
Knowledge of electronic devices (i.e. computers, tablets, smartphones)
Upselling of products
Own transport to travel to clients from time to time
Key Performance Areas, Weights and Objectives
Obtain telephonic and electronic feedback from clients timeously.
Log all activities using relevant processes and systems accurately and completely.
Respond to queries and follow up with feedback.
Identify opportunities to enhance the effectiveness of the company services provided to clients.
Customer Success 70%
Act as the company custodian for clients, while liaising with relevant departments to ensure that clients' life cycle is effective, and milestones are reached.
Build trust and rapport with clients to identify areas of opportunity, highlight best practices, and document them.
Conduct client meetings either virtually or on-site with an assigned portfolio.
Review the customer journey on an ongoing basis, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.
Ensure that clients are retained by leveraging relevant internal resources.
Liaise with the marketing teams to develop case studies.