Customer Success Manager - Randburg - Tracker South Africa

    Tracker South Africa
    Tracker South Africa Randburg

    5 days ago

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    Description

    Job Title: Customer Success Manager

    Overview:

    The Customer Success Manager will be responsible for ensuring the successful implementation and ongoing management of OKgo's supply chain visibility solutions for clients. This role will work closely with clients to understand their unique needs, provide tailored solutions, and drive maximum value for them from our products and services.

    Responsibilities:

    • Lead the onboarding process for new clients, ensuring a smooth transition and effective implementation of the supply chain visibility solutions.
    • Collaborate with clients to understand their specific supply chain challenges and tailor solutions to meet their needs.
    • Conduct training sessions and provide comprehensive documentation to ensure clients are well-equipped to utilize OKgo's solutions effectively.
    • Implement project management methodologies to drive success of implemented initiatives.
    • Build and maintain strong relationships with key stakeholders at client organizations.
    • Serve as a key account manager for clients and ensure all their needs and expectations are exceeded.
    • Act as the primary point of contact for clients, addressing their queries, concerns, and feedback in a timely and professional manner.
    • Conduct regular check-ins with clients to review performance, gather feedback, and identify opportunities for improvement.
    • Plan and implement initiatives aimed at increasing customer value.
    • Monitor and analyze client usage and performance data to identify trends, areas for improvement, and opportunities to enhance the value of OKgo's solutions.
    • Collaborate with product and engineering teams to communicate client needs and feedback, contributing to product enhancements and new feature development.
    • Provide clients with best practices and recommendations to optimize their use of OKgo's solutions and achieve their business objectives.
    • Proactively identify and address potential issues that may impact client satisfaction and success.
    • Work closely with the support team to resolve client issues promptly and effectively.
    • Escalate critical issues to senior management when necessary, providing detailed reports and action plans.
    • Track and report on key performance indicators (KPIs) related to client success.
    • Prepare and deliver regular reports to clients, highlighting their performance and demonstrating the value of OKgo's solutions.
    • Use data-driven insights to develop and implement strategies for continuous improvement.
    • Compile and present business insights gathered from reporting to relevant stakeholders.
    • Develop and maintain mutually beneficial relationships with internal teams and external stakeholders.
    • Navigate complexities of dealing with diverse stakeholders from different backgrounds and sectors.
    • Develop and sustain key relationships between Tracker and its partners.
    • Provide strategic insight to senior leadership within areas of expertise.
    • Ensure effective cross-functional relationships through sharing information to assist divisions in achieving their objectives.

    Requirements:

    • Tertiary qualification in Engineering (NQF 7 required).
    • Industrial Engineering or related qualification advantageous.
    • 3 Years' experience in implementing supply chain technology.
    • Demonstrated capability of delivering value for business.
    • Strong consultative delivery skills with experience engaging with senior management and operational staff.
    • Willingness to work extended hours and travel locally.
    • Driver's license with own vehicle.

    Benefits:

    • Medical aid.
    • Provident fund.
    • 22 Annual leave days.


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