Customer Success Manager

Main responsibilities of this role are to manage the daily interaction with customers as well as to ensure existing customer growth and retention through analysing customers fleets and identifying opportunities to Upsell and Grow. Contacts all assigned clients daily/weekly and take ownership of client relationship. Ensure a rolling agenda for each client is maintained - Log all queries raised either telephonically or via email on the agenda. Ensure Minutes are distributed within 24 hours after a meeting with the client. Provide the client with regular feedback on each of the items on the agenda which includes timelines. Advise client on configurations changes to be made to optimise the efficiencies of the system and reporting. Compile a trend analysis of performance of the clients fleet according to predefined parameters. Analyse clients business and needs and provide ROI to client monthly. Produce a quarterly review document Identifying the following: o Overview o Fleet Performance Trend Analysis (Per Quarter) o Spend (Relating to: Training, Technicians, Hardware, Software, Comms, etc.) o Maintenance Statistics o Training and Development o Administration and Support Manage the billing structure and age analysis for all customers. Arrange visits to all clients in terms of agreed call cycles. Analyse clients operations effectively and evaluate upsell opportunities and present proposals. Through an astute analysis of the customers operation, identify problem areas and provide optimum solutions. Develop solutions to both Asset and Business management. Ensure follow up communication is comprehensively professional. Utilize the current client database to develop strong customer-focused relationships around the current offering. Identify potential leads and ensure quotations are accurate in every respect. Ensure targets are set and dashboards visible highlighting a pipeline based on numbers and revenue per customer. Provide administrative support in ensuring all Company documentation is accurately completed and submitted. Management of system training to clients as and when required. Matric Tertiary Qualification: Business Management Diploma or similar (Advantageous) 3 years face to face Client Relationship or Key Account management experience. Have sound knowledge of the principles of fleet management/telematics & be able to apply that knowledge in the service provided to clients. Excellent computer proficiency (MS Excel Word, Excel, and Outlook) Excellent verbal and written communication skills with internal and external customers. Own Transport and Drivers License. Ability to work under pressure and meet deadlines. Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines and standard accepted practices.

Location: eThekwini, ZA

Posted Date: 1/7/2025