Head of Customer Success - Midrand, South Africa - SynergERP (Pty) Ltd

SynergERP (Pty) Ltd

Verified Company

Midrand, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Description

SynergERP is a well-established technology solutions provider and an award-winning Sage reseller.

We pride ourselves on delivering advanced Business Management & Human Capital solutions that empower businesses to maintain a steady growth rate.

We partner with our clients on their digital journey, helping them to achieve financial and operational excellence through the best technology choices.

We are looking for a Head of Customer Success who will be responsible for developing and executing customer success strategies that focus on enhancing customer satisfaction, retention, and loyalty.

They will also lead a team of dedicated professionals and collaborate with cross-functional departments to ensure customers achieve their desired outcomes, ultimately contributing to the company's growth and success.

DUTIES & RESPONSIBILITIES

Build and lead a highperforming customer success team that is responsible for achieving customer satisfaction, retention and upsell targets.
Develop and maintain a customerfocused culture within the organization, emphasizing the importance of understanding and exceeding customer needs.
Develop and implement a customer success strategy that aligns with the company's goals and objectives.
Define and measure key performance indicators (KPIs) to evaluate departmental success.
Cultivate customer advocates and references who can contribute to marketing and sales efforts.
Oversee the customer onboarding process to ensure a smooth transition for new customers.
Identify and assist in delivering customer training programs to optimize product usage.
Develop strategies to drive customer renewals and identify upsell opportunities.
Work closely with the Sales team to maximize revenue from existing accounts.
Continuously improve customer success processes, ensuring efficiency and effectiveness in delivering customer satisfaction.
Establish feedback loops to collect and analyse customer insights, sharing this information with relevant departments to improve products and services.
Collaborate with customer support teams to ensure timely issue resolution and high customer satisfaction levels.
Create reports and presentations to provide insights to senior management regarding customer success department performance.

EDUCATION AND EXPERIENCE

Relevant degree required.
Proven experience in customer success or account management.
Experience with Salesforce or other CRM.
Experience in developing and executing customer success strategies.
Experience working in SaaS (Advantageous).
Resultsdriven and customerfocused mindset.
A desire to exceed customer expectations.
Excellent problemsolving skills.
Strong project management skills.
Strong leadership and team management skills.
Exceptional problemsolving and decisionmaking abilities.
Ability to work collaboratively within a team and independently.
Excellent interpersonal and leadership skills.
Exceptional communication skills (both written & verbal).
Ability to multitask and prioritise.

WORKING CONDITIONS

Hybrid model.
Good internet connection at home.
Own transport.

CONDUCT COMPETENCIES

To perform all duties with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual, and other requirements as mandated by the Alviva Code of Conduct.
To keep up to date with the changes in applicable compliance obligations, controls and measures relevant to the role.
To actively and visibly support staff to perform with integrity, to the highest ethical standards, and in compliance with all relevant legal, contractual, and other requirements as mandated by the SynergERP/Alviva Code of Conduct