Cape Town Region: Customer Success Manager posted by ATM.SA

About the Role

As Customer Success Manager at ATM.SA, you will be responsible for nurturing and maintaining positive relationships with our existing clients while actively seeking growth opportunities to achieve and exceed sales targets. You will serve as the primary point of contact for assigned accounts, understanding their needs, and promoting our products/services to meet their requirements.

Key Responsibilities

• Customer Management and Retention: Develop and maintain strong relationships with existing clients, understanding their business objectives and ensuring exceptional customer satisfaction to drive retention.
• Revenue Growth: actively prospecting within assigned clients, identifying opportunities, and passing to the sales team to convert leads into successful sales.
• Value Demonstration: Conduct comprehensive needs assessments for clients, understanding their pain points and tailoring solutions to address their specific requirements. Provide consistent understanding to clients of the value they derive from their investments.
• Product Knowledge: Stay up to date with our product offerings, features, and competitive advantages to effectively present and position our solutions to clients.
• Negotiation and Closing: Skilfully negotiate contract terms and close renewal deals with clients, ensuring mutual agreement on pricing, deliverables, and timelines.
• Marketing: Support the marketing team through gaining customer reviews/testimonials on various platforms and fostering relationships with existing clients to have customers ready to provide references, recommendations, case studies and to participate in client councils as appropriate.
• Client Support & Consulting: Provide exceptional customer support, promptly addressing any escalations, enquiries or concerns by engaging the appropriate internal team to address, whilst continuing to own the relationship. This includes managing the frequency and depth of engagement with clients based on pre-agreed expectations, providing consulting and/or training support to those clients.
• Data Management: Regularly update and maintain accurate records, reports, and forecasts within HubSpot (and other areas as appropriate), providing insights on performance, customer health plus other key lead and lag indicators.
• Market Research: Stay informed about industry trends, competitors, and market conditions to identify potential opportunities and stay ahead of market changes.

Requirements

• Values: Consistently demonstrate the values and work effectively and respectfully with clients, with partners, and other parties always.
• Proven Customer Success Management Experience: Minimum three years of successful experience in customer success, preferably in a B2B SaaS environment, with a track record of achieving or exceeding targets.
• Relationship Building : Strong interpersonal and relationship-building skills, with the ability to establish rapport and trust with clients and colleagues.
• Effective Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and professionally with the ability to navigate challenging situations with diplomacy.
• Customer-Centric : A customer-oriented approach, focused on understanding and fulfilling client needs to ensure long-term partnerships. Strong problem-solving abilities and a proactive approach to finding solutions.
• Negotiation Skills: Demonstrated ability to negotiate effectively, with a focus on win-win outcomes for both the company and clients.
• Self-Motivated: Highly motivated, proactive, and results-driven, with the ability to work independently and as part of a team. Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.

Qualifications

No specific qualifications mentioned.

Salary & Benefits

Salary information not provided.

Travel

This position may require occasional travel to client sites, industry events, and other offices.