Customer Success Manager
Posted 4 days ago
Job Viewed
Job Description
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
Customer Success Expert
Posted 6 days ago
Job Viewed
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
- 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.
- 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.
Customer Success Officer
Posted 7 days ago
Job Viewed
Job 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.
- 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
- 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.
Customer Success Consultant
Posted 4 days ago
Job Viewed
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
Customer Success Consultant
Posted 4 days ago
Job Viewed
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
Customer Success Consultant
Posted 4 days ago
Job Viewed
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
Customer Success Consultant
Posted 4 days ago
Job Viewed
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
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Customer Success Executive
Posted today
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Job Description
Customer Success Manager
Posted today
Job Viewed
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
Customer Success Manager
Posted today
Job Viewed
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.