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Ozow (PTY) Ltd

Senior Client Success Manager

Client Success – Johannesburg, Gauteng
Department Client Success
Employment Type Full-Time
Minimum Experience Experienced

Senior Client Success Manager Job Description

A fantastic new opportunity has opened in our Johannesburg office for a Senior 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.

Introducing Ozow

Ozow is a simple, real-time EFT payment solution, that allows the consumer access to make secure, instant payments directly into a merchants bank account. This payment gateway facilitates transactions via eCommerce, mobile, eBilling and in-store transactions.

What’s the role

With revenue and customer numbers continuing to grow year-on-year, we are looking to expand our customer success team to ensure that we continue to give our customers the best experience possible with Ozow.

We are looking for a Senior Customer Success Manager come and create long-term, trusting relationships with large, strategic and enterprise level customers. This role is to oversee a number of customer accounts, manage and develop Ozow’s relationship with the customer, as well as driving expansion goals with those customers.

We’re looking for someone who enjoys working in a fast-paced environment where personal accountability is valued. This position will require occasional travel.

What you’ll do

Working collaboratively across all areas of the business, your primary objective is to create amazing customer experiences across all aspects of the customer journey for your assigned accounts. You will take a metric-driven approach to owning and reporting on key customer health metrics.

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 and services.
  • Drive customer engagement and 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 and governance protocols across Ozow customers.
  • Effectively solve ad-hoc customer issues as needed.
  • Bring to bear predictive analytics to identify customer expansion opportunities and churn risks.
  • Collaborate with Marketing to demonstrate customer communication campaigns.
  • Provide continuous customer feedback to Ozow Product team.
  • Stay current and educate customers on Ozow products, competitive landscape and innovation trends.
  • Embrace and 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 8-10 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 and influencers.
  • Strong verbal/written communication and presentation skills; extraordinary listening skills.
  • Strong problem solving and 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 and assignments simultaneously.
  • A commitment to exceed goals that is internal, constant and self-imposed.

The benefits

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!

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  • Location
    Johannesburg, Gauteng
  • Department
    Client Success
  • Employment Type
  • Minimum Experience
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