Client Sucess Manager Job Description
A fantastic new opportunity has opened in our Johannesburg office for a Client Success Manager. This role is perfect for an experienced individual who wants to supercharge their career by experiencing first-hand what it is like to be part of an energetic, extremely fast-growing company.
Ozow is a simple, real-time EFT payment solution, that allows the consumer access to make secure,
instant payments directly into a merchant's bank account. This payment gateway facilitates transactions via eCommerce, mobile, eBilling and in-store transactions.
What we need from you
We are looking for a hungry and motivated Client Success Manager that will be responsible for maintaining a portfolio of Accounts.
Important to Know:
Only applicants that have experience in telecommunications and financial services and have been an account director at an Advertising Agency will be considered.
This position is dedicated to customer relationships and consistently illustrates the value delivered through Ozow. The Customer Success Manager serves as the internal voice of the customer while working with other Ozow teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer onboarding, product adoption, user acquisition, expansion, churn & retention.
What the job entails but you probably know this already….
- Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via Ozow software & services.
Drive customer engagement & development of power users across customer organizations.
- Implement Customer Success Plans for assigned accounts.
- Collaborate with Ozow business development team to expand customer relationships.
Run the renewal process for the assigned portfolio of accounts.
- Maintain communication & governance protocols across Ozow customers.
- Effectively solve ad-hoc customer issues as needed.
- Bring to bear predictive analytics to identify customer expansion opportunities & churn risks.
- Collaborate with Marketing to demonstrate customer communication campaigns.
Provide continuous customer feedback to Ozow Product team.
- Stay current & educate customers on Ozow products, competitive landscape & innovation trends.
- Embrace & contribute to Customer Success team standard methodologies.
The Nitty Gritty Details aka Experience and Skills. So let’s get this out the way and get this show on the road…
- Bachelor’s Degree in business management, finance, economics or similar study.
Validated results in prior role.
- At least 5 years or more of prior account management and/or customer success experience, preferably large advertising agency at Account Director Level.
- Extensive Telecoms experience is required (not negotiable).
- Ability to deal with high-pressure situations with poise, diplomacy, and tact.
- Consistent track record of highly professional customer service in a fast-paced, dynamic environment.
- Expertise with Excel.
- Proficiency in communicating data via Excel and other business intelligence tools.
- A real passion for serving customers.
- Establish credibility with key customer decision makers & influencers.
- Strong verbal/written communication & presentation skills; extraordinary listening skills.
- Strong problem solving & analytical skills; formulates solutions that deliver real business value.
- Ability to recognize and maximize new business opportunities
- Comfort with negotiation.
- Well organized; handle multiple accounts & assignments simultaneously.
- A commitment to exceed goals that is internal, constant & self-imposed.
The Benefits of joining Ozow is that you get to experience vibrant growth first hand. Come and be part of this highly energetic, enthusiastic, positive team whose sole focus is growth, growing personally as individuals, locally and globally as a trendsetter. We are big into a healthy and balanced lifestyle by encouraging healthy diets and activity.
Come and join in the fun with us!