Customer Success Manager

Paarl, Western Cape Time Personnel

Posted 4 days ago

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Job Description

Customer Success Manager job vacancy in Paarl.

Are you a proven leader in Customer Relations or Retentions with a track record of driving performance and implementing efficient processes?

Our client in Paarl is looking for a hands-on manager to lead a high-performing retentions team, ensuring timely payments, service excellence, and consistent results in a fast-paced environment.

Requirements:

  • 3 – 5 years’ experience in a similar role
  • Tech-savvy, able to navigate and utilize various software programs effectively (e.g., Freshdesk, FinWise, Google Sheets)
  • Proficiency in ticketing systems is required
  • Strong leadership and communication skills with a hands-on approach to problem-solving
  • Proven experience in customer relations or client services, preferably in financial services or collections
  • Analytical mindset with the ability to interpret data and translate it into actionable insights
  • Familiarity with reporting tools and systems

Duties and Responsibilities:

  • The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
  • Managing and monitoring all customer tickets to prevent overdue issues
  • Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
  • Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate, closely monitoring verified strike dates to ensure timely collections and accurate payment tracking
  • Ensure that all team members are properly trained and continuously upskilled to meet performance standards
  • Ensure that document collection is prioritized and executed efficiently
  • Oversee the handling of cancellations with the objective of retaining clients
  • Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
  • Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
  • Conduct regular one-on-one sessions with department members
  • Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
  • Analyse performance metrics from the previous day to identify trends and areas for improvement
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Customer Success Expert

Stellenbosch, Western Cape Exceed Human Resource Consultants

Posted 6 days ago

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Job Description

Reference: 10523 NB Consultant: NineBroodryk Job Description:
  • Taking inbound calls relating to inquiries and updates and transferring calls to the correct people quickly and efficiently.
  • Attending any missed calls, emails and Chat messages.
  • Dealing with customer complaints in a professional manner.
  • General customer service support.
  • Online customer support for Hubtiger
Qualifications:
  • Have 2+ years of relevant work experience.
  • Have a proactive approach when it comes to dealing with clients.
  • Be highly motivated and positive.
  • Work well within a team environment.
  • Have strong communication skills at all levels.
  • Be eager to learn the products and daily processes to become an expert on the topics.
How to Apply:
  • Email your comprehensive CV to .
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
  • We reserve the right to only conduct interviews with candidates of choice.
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.
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Customer Success Officer

Stellenbosch, Western Cape Exceed Human Resource Consultants

Posted 7 days ago

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Job Description

Reference: 10484 NBConsultant: Nine BroodrykJob Description:
  • Customer Account Management:
    • Customer relationship management.
    • Communicating and engaging with customers as needed.
    • Being an approachable and reliable point of contact and leading meetings with customers.
    • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
    • Building sustainable relationships and trust through open and interactive communication.
  • Customer support:
    • On-boarding of management teams, training presentations and demonstrations
    • Online support calls
    • Customer profile and system setup,
    • Providing customers with system implementation advice
    • Preparing bespoke, data-driven insights, guidance and recommendations for management teams, and
    • Responding to help desk support queries timeously.
  • Providing support to the broader team as needed.
  • Data collection support, related admin and data accuracy sense-checking.
  • Project management, project reporting, and coordination of projects that may be cross cutting other functions in the team.
Qualifications:
  • B.Eng, BSc, MSc or Similar Qualification
  • Experience in the agricultural industry would be beneficial
  • At least 2 years of work experience (client engagement or project management related, in the agricultural industry is preferred)
  • Excellent understanding of agriculture & food supply chains
  • Strong proficiency in Microsoft Office, with advanced skills in Excel
  • Proven experience in data analytics, with the ability to interpret and communicate insights effectively
  • Comfortable in the use of IT platforms
  • Excellent English and Afrikaans verbal and written skills
  • Passion for sustainability with an appropriate level of understanding and knowledge of sustainability issues and solutions in primary production and the food industry.
  • Have a valid SA drivers’ license and own transport
How to Apply:
  • Email your comprehensive CV to .
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system.
  • We reserve the right to only conduct interviews with candidates of choice.
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.
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Customer Success Consultant

Somerset West, Western Cape Emporium Human Capital

Posted 4 days ago

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Job Description

Customer Success Consultant (POS25115)
Based: Somerset West
Salary: R pm - R pm (negotiable depending on your experience)
Requirements:
Training/ Educator or Consulting experience
Bachelor's Degree in Accounting or at least 3 years of bookkeeping experience
Proficiency in Microsoft Word, and Outlook, PowerPoint and Accounting software packages
Excel proficiency intermediate
Customer service / support experience will be advantageous
Previous experience in the Property/Rental sector will be an advantage
Responsibilities:
Creating and managing training plans with customers
Reporting on training progress of all customers that is in training
Work directly with client to effectively coordinate each training project to completion.
Communicate process successes and failures to internal and external stakeholders to identify potential areas of improvement and action to ensure that the training plan stays on track.
Provide system training to customers
Providing customer support, resolving customer queries, recommending solutions and guiding users through features and functionalities on the system
Assist with preparing data and uploading on to the system for new customers
Closing Date: 10 May 2025

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Customer Success Consultant

Somerset West, Western Cape Emporium Human Capital

Posted 4 days ago

Job Viewed

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Job Description

Customer Success Consultant (POS25116)
Based: Somerset West
Salary: R pm - R pm (negotiable depending on your experience)
Requirements:
Training/ Educator or Consulting experience
Bachelor's Degree in Accounting or at least 3 years of bookkeeping experience
Proficiency in Microsoft Word, and Outlook, PowerPoint and Accounting software packages
Excel proficiency intermediate
Customer service / support experience will be advantageous
Previous experience in the Property/Rental sector will be an advantage
Responsibilities:
Creating and managing training plans with customers
Reporting on training progress of all customers that is in training
Work directly with client to effectively coordinate each training project to completion.
Communicate process successes and failures to internal and external stakeholders to identify potential areas of improvement and action to ensure that the training plan stays on track.
Provide system training to customers
Providing customer support, resolving customer queries, recommending solutions and guiding users through features and functionalities on the system
Assist with preparing data and uploading on to the system for new customers
Closing Date: 10 May 2025

This advertiser has chosen not to accept applicants from your region.

Customer Success Consultant

Somerset West, Western Cape Emporium Human Capital

Posted 4 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Success Consultant (POS25115)
Based: Somerset West
Salary: R pm - R pm (negotiable depending on your experience)
Requirements:
Training/ Educator or Consulting experience
Bachelor's Degree in Accounting or at least 3 years of bookkeeping experience
Proficiency in Microsoft Word, and Outlook, PowerPoint and Accounting software packages
Excel proficiency intermediate
Customer service / support experience will be advantageous
Previous experience in the Property/Rental sector will be an advantage
Responsibilities:
Creating and managing training plans with customers
Reporting on training progress of all customers that is in training
Work directly with client to effectively coordinate each training project to completion.
Communicate process successes and failures to internal and external stakeholders to identify potential areas of improvement and action to ensure that the training plan stays on track.
Provide system training to customers
Providing customer support, resolving customer queries, recommending solutions and guiding users through features and functionalities on the system
Assist with preparing data and uploading on to the system for new customers
Closing Date: 10 May 2025

This advertiser has chosen not to accept applicants from your region.

Customer Success Consultant

Somerset West, Western Cape Emporium Human Capital

Posted 4 days ago

Job Viewed

Tap Again To Close

Job Description

Customer Success Consultant (POS25116)
Based: Somerset West
Salary: R pm - R pm (negotiable depending on your experience)
Requirements:
Training/ Educator or Consulting experience
Bachelor's Degree in Accounting or at least 3 years of bookkeeping experience
Proficiency in Microsoft Word, and Outlook, PowerPoint and Accounting software packages
Excel proficiency intermediate
Customer service / support experience will be advantageous
Previous experience in the Property/Rental sector will be an advantage
Responsibilities:
Creating and managing training plans with customers
Reporting on training progress of all customers that is in training
Work directly with client to effectively coordinate each training project to completion.
Communicate process successes and failures to internal and external stakeholders to identify potential areas of improvement and action to ensure that the training plan stays on track.
Provide system training to customers
Providing customer support, resolving customer queries, recommending solutions and guiding users through features and functionalities on the system
Assist with preparing data and uploading on to the system for new customers
Closing Date: 10 May 2025

This advertiser has chosen not to accept applicants from your region.
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About the latest Roles in customer relationship management Jobs in Stellenbosch !

Customer Success Executive

Bellville, Western Cape CV-Library

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Job Description

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets. We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, theres never been a more exciting time to join us or a better place to grow your career! Key Responsibilities We are currently looking for a client-centric, motivated and enthusiastic Customer Success Executive to join our Customer Success team in Cape Town, South Africa. You will be responsible for managing your own assigned client accounts and have communication skills and customer service experience to provide support with a proactive and solution-orientated service. Manage a portfolio of customer accounts providing regular contact with them and supporting them with any queries they have concerning the CV-library product they have purchased. Always be proactive, review customer accounts and their use of our products to identify any areas where they may be able to provide better customer care, and guidance of how to use our products and services. Where appropriate identify opportunities for our sales teams to be able to upsell our products and services. Be a support and guide to customers so that they value CV-Librarys products and services and see us as a platform where they would want to repeatedly purchase products from. Ensure our customers are onboarded with our products and provided training and support to be able to utilise our services effectively. Be comfortable understanding market trends and data to be able to provide a level of customer that exceeds what our competitors provide. Be passionate about customer care and providing exceptional service for all out customers deal with any queries or frustrations with our services quickly and within set KPIs. Manage multiple priorities at any time and ensure that the customer experience is at the heart of everything you do. Benefits Monthly Bonus Opportunities Increase your earnings through attendance rewards, with the chance to accumulate up to R13,200 annually. Medical Contribution The company will contribute following the successful completion of your probation period. Life, Disability, Income Protector & Funeral Cover Enjoy 2x life cover, along with disability, income protector, and funeral benefits after six months of employment. Pension Scheme Become eligible for the companys pension scheme after one year of service. Birthday Leave An extra day off to celebrate your birthday. Length of Service Rewards Enjoy additional benefits the longer youre with us, including extra annual leave days, enhanced recognition, and exclusive perks that increase with your length of service. Flexible Public Holiday Policy You will observe UK public holidays. If South African public holidays exceed these, the difference will be granted as extra leave days (days in lieu). Office Perks Enjoy fresh fruit and drinks provided in the office every morning. Learning & Development Gain access to LinkedIn Learning along with ongoing personal development resources. A Supportive Team Environment Join a collaborative and inclusive culture where your contributions are acknowledged and appreciated. Employee Referral Scheme Earn a bonus when you recommend a successful candidate to CV-Library or Resume-Library. Celebrations & Socials Enjoy Summer and Christmas parties, seasonal activities, and regular office fun. Team Building Take part in engaging team events designed to connect colleagues and strengthen collaboration. Gift Shop Get access to some awesome CV-Library merch Data Driven An ability to gather data for routine- problem solving. Commercial awareness Understands client's industries and primary challenges, connects needs with services, and recognises revenue opportunities while contributing to retention strategies. Product Knowledge and Technical expertise Explains detailed product features and benefits clearly. Effective Communication - Adapts messaging for different contexts and ensures understanding. Client Relationship Management Builds initial rapport and trust; maintains high contact but lacks long-term relationship depth. Customer Centric Prioritises client needs and seeks feedback but has limited implementation of best practices. Conflict Resolution Resolves moderate conflicts independently, maintaining client satisfaction. Collaboration and Teamwork - Participates in team meetings and contributes to discussions. Adaptability and Resilience Demonstrates flexibility and basic problem-solving in changing priorities. Time Management Balances multiple responsibilities, prioritising based on urgency. Strategic Thinking Supports vision alignment and innovative ideas. Problem Solving and Decision Making - Analyses problems and generates practical solutions with guidance. Change Management- Assists with transitions and begins to address resistance. Emotional Intelligence Demonstrates self-regulation, empathy, and growing stress management.
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Customer Success Manager

Stellenbosch, Western Cape R60000 - R80000 Y Black Pen Recruitment

Posted today

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Job Description

Customer Success Manager (Insuretech)

Our client is a modern, feature-rich, full-cycle insurance policy administration system designed for insurers, MGAs, and brokers seeking to optimise their processes, accelerate product launches, and enhance connectivity. Their cloud-based, no-code platform transforms the administration of insurance, delivering a seamless user experience across policy, claims, and billing functions.

Role Overview

The Customer Success Manager (CSM) plays a critical role in ensuring that clients derive maximum value from our clients solutions and services. The CSM is responsible for developing trusted, long-term relationships by aligning their support efforts with each client's business objectives and operational priorities.

The key focus of the role is to support delivery, proactive service management, and strong client engagement, while identifying and raising opportunities for further enhancement of services and solutions.

Job Type:
Full Time/Permanent

Location:
Stellenbosch, Western Cape

Workplace:
Hybrid (2 days in office)

Requirements

  • Prior experience in a client-facing support or account manager role, preferably within a software or technology environment.
  • A strong understanding of support delivery frameworks or service-level agreement management.
  • An understanding of Agile delivery models and sprint-based planning
  • Hands-on experience with ticketing and collaboration tools (for example, Jira and Confluence)
  • Proficiency in Microsoft Office, specifically Word, Excel, PowerPoint, and Teams
  • Prior experience in insurance or financial services environments will be an advantage, but not a minimum requirement.
  • Monthly onsite visits at clients' offices will be required, which may include some national travel.
  • You have excellent interpersonal and communication skills, which enable you to effectively engage and build professional relationships with a range of internal and external stakeholders.
  • A composed and professional individual, you inspire confidence and trust in the stakeholders you engage with.
  • You are solutions-oriented with good conflict management and negotiation skills.
  • You are resilient and adaptable to change.

Responsibilities

Build and maintain client relationships

  • Develop and nurture strong, trust-based relationships with key client stakeholders.
  • Understand client business strategies and align our support efforts accordingly, while working within the overall our client's framework and strategy.

Client support planning

  • Coordinate the resolution of support tickets and ensure adherence to service level agreements.
  • Facilitate the prioritization of incidents and feature requests.
  • Manage escalations and maintain timely communication with clients regarding the progress.
  • Keep clients informed about system updates, enhancements, and changes to support processes.

Client engagement and retention

  • Conduct regular check-ins and strategic reviews with clients through planned Steerco meetings
  • Support the onboarding of new clients and/or client representatives to ensure a smooth transition

Support Service and efficiency

  • Monitor and report weekly on client service metrics to ensure continued alignment with expectations.
  • Ensure client support delivery is efficient while aligning with the sprint structure and service level agreements.
  • Act as a liaison between clients and the technical teams to translate business needs into actionable tickets.
  • Participate in the daily standups to review incident feedback, feature prioritization, and ensure weekly updates are provided to clients.
  • Support and maintain accurate client health scores and engagement statuses
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Customer Success Manager

Stellenbosch, Western Cape R900000 - R1200000 Y Genasys

Posted today

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Job Description

Location:
Johannesburg (Rosebank) or Cape Town (Stellenbosch)

Work Model:
   Hybrid work model (2 x days in office)

Travelling:
Monthly onsite visits at clients' offices will be required.

Package:
Basic plus medical aid allowance, pension fund contribution, group life insurance

Who We Are

The Genasys story began in 1997 with a visionary founder who recognised that software was the key to revolutionising insurance efficiency and delivering exceptional customer experiences.

From humble beginnings, we've grown into a recognised Insurtech leader, celebrating over 25 years of innovation. We have a strong foothold in South Africa and the UK, and our expansion into international markets is a testament to our continuous growth and impact. Our unwavering mission is to be the preferred software solutions partner to the insurance industry across Europe, Africa, and the rest of the world.

At Genasys, our core values of transparency, honesty, integrity, and personal accountability drive everything we do. We pride ourselves on delivering excellence in insurance technology, building lasting partnerships, and always doing what we say we will. Our comprehensive and dynamic insurance management system is a testament to our commitment to innovation.

It's a modular, cloud-based solution that can be applied to any insurance business, adapting seamlessly regardless of currency, language, or destination. With our platform, clients benefit from faster product launches and an average of 34% reduction in operating costs, enabling them to transact over £3 billion in Gross Written Premium and manage over 1.5 million insurance policies globally. Our system boasts 352 pre-configured product line templates and 486 robust, well-documented API endpoints, offering unparalleled flexibility and speed to market.

Our flagship platform provides end-to-end policy administration, covering the entire insurance policy lifecycle. This includes intuitive, no-code tools for building wholesale and retail quote-and-bind journeys, seamless renewals, mid-term adjustments, and cancellations. It empowers insurers, MGAs, and brokers to create customised, optimised workflows, manage complex currency, taxation, and multiple languages across regions, and support alternative insurance models such as parametric, micro, or embedded products. The platform is truly designed for insurance, tailored to the unique needs of each business.

We believe our people are critical to our success. We are deeply committed to fostering an environment of continuous learning and development, supporting our teams to drive technological expansion and attract top talent. This commitment is exemplified by initiatives like our Genasys Product and Innovation Campus in Cape Town. Join a team passionate about making insurance better for everyone through cutting-edge technology.

Find out more about us at 

ABOUT THE ROLE

The Customer Success Manager (CSM) plays a critical role in ensuring that clients derive maximum value from our solutions and services. The CSM is responsible for developing trusted, long-term relationships by aligning our support efforts with each client's business objectives and operational priorities.

The key focus of the role is to support delivery, proactive service management, and strong client engagement, while identifying and raising opportunities for further enhancement of services and solutions.

The key responsibilities of the CSM:

Build and maintain client relationships

  • Develop and nurture strong, trust-based relationships with key client stakeholders.
  • Understand client business strategies and align our support efforts accordingly, while working within the overall Genasys framework and strategy.

Client support planning

  • Coordinate the resolution of support tickets and ensure adherence to service level agreements.
  • Facilitate the prioritization of incidents and feature requests.
  • Manage escalations and maintain timely communication with clients regarding the progress.
  • Keep clients informed about system updates, enhancements, and changes to support processes.

Client engagement and retention

  • Conduct regular check-ins and strategic reviews with clients through planned Steerco meetings
  • Support the onboarding of new clients and/or client representatives to ensure a smooth transition

Support Service and efficiency

  • Monitor and report weekly on client service metrics to ensure continued alignment with expectations.
  • Ensure client support delivery is efficient while aligning with the sprint structure and service level agreements.
  • Act as a liaison between clients and the technical teams to translate business needs into actionable tickets.
  • Participate in the daily standups to review incident feedback, feature prioritization, and ensure weekly updates are provided to clients.
  • Support and maintain accurate client health scores and engagement statuses

ABOUT YOU

You have excellent interpersonal and communication skills, which enable you to effectively engage and build professional relationships with a range of internal and external stakeholders.

A composed and professional individual, you inspire confidence and trust in the stakeholders you engage with. You are solutions-oriented with good conflict management and negotiation skills.

You are resilient and adaptable to change.

Your experience, qualifications, and skills:

  • Prior experience in a client-facing support or account manager role, preferably within a software or technology environment.
  • A strong understanding of support delivery frameworks or service-level agreement management.
  • An understanding of Agile delivery models and sprint-based planning
  • Hands-on experience with ticketing and collaboration tools (for example, Jira and Confluence)
  • Proficiency in Microsoft Office, specifically Word, Excel, PowerPoint, and Teams
  • Prior experience in insurance or financial services environments will be an advantage, but not a minimum requirement.
  • Monthly onsite visits at clients' offices will be required, which may include some national travel.

Email CVs to: 

Please note that if you have not heard from us in two weeks, your application has been unsuccessful.

Genasys Technologies respects your right to privacy and complies with the Protection of Personal Information Act (POPIA). We are committed to protecting the confidentiality and security of your personal information. We hereby inform you that we will be retaining your personal information on file for a period of 12 months. This information will be used solely for the purposes of maintaining records and fulfilling legal obligations. Your personal information will be securely stored and will not be disclosed to any third party without your explicit consent, unless required by law or to protect our legitimate interests. By continuing to use our services, you consent to the retention of your personal information as described above. If you wish to request access to or the correction of your personal information, please contact us using the details provided below.

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