Port Elizabeth: Odin Checkpoint Customer Success Manager posted by Jendmark

Basic

• Formal Tertiary education:
  • Grade 12
  • Degree in Business Administration, Sales, Marketing, or equivalent experience in Customer Success roles.
• Experience:
  • 3-5 years of experience in customer success related roles, account management, or sales, preferably within a technology/manufacturing or SaaS environment.
• Languages:
  • English – Read, write and speak (required)
  • Afrikaans – Read, write and speak (optional)
• Drivers Licence: Code 8- (required or higher)

Job Objectives:

• The Customer Success Manager (CSM) will be responsible for driving the overall success and satisfaction of customers using ODIN Checkpoint and Raven sensors.
• The CSM acts as a trusted advisor, ensuring customers are achieving their desired outcomes, while also identifying opportunities to expand business. The role focuses on customer retention, growth, and creating value through a deep understanding of the product and customer needs.

Main Tasks and

• Guide new customers through the onboarding process, ensuring they have a smooth implementation of ODIN Checkpoint and Raven sensors
• Develop and maintain strong relationships with customers, understanding their business objectives and ensuring ODIN solutions align with their goals
• Identify upsell and cross-sell opportunities by understanding customer needs and presenting additional services or features that add value
• Develop and execute tailored success plans for key accounts, focusing on adoption, expansion, and customer satisfaction
• Lead training sessions to help customers fully utilize ODIN solutions. Create step-by-step standard operating procedures (SOPs) for key functionalities
• Act as the voice of the customer internally, providing feedback to the product and engineering teams to drive product improvements
• Track customer health metrics (e.g., usage, satisfaction) and proactively engage with customers showing signs of disengagement or dissatisfaction.

Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998

Jendamark Automation reserves the right not to make an appointment. Applications will not qualify the applicant to an interview or appointment, as only shortlisted candidates will be contacted for interviews. Please kindly consider your application unsuccessful if not contacted three weeks after submission/closing date.