Johannesburg: IT Client Success Manager posted by ICTEngage

The IT Client Success Manager is responsible for managing a portfolio of key accounts, ensuring exceptional customer satisfaction and loyalty while minimizing customer churn. This role involves fostering strong relationships with clients, identifying new business opportunities, and driving the sales upgrade strategy within the existing customer base. The successful candidate will collaborate with internal teams to enhance customer experiences and contribute to the overall growth of the organization.

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Key Responsibilities:

• Develop and maintain strong relationships with key clients to ensure satisfaction and long-term retention.
• Identify new business opportunities and upsell the full stack of products/services to existing customers.
• Establish and govern the sales upgrade strategy, including guiding principles for upgrade sales, managing sales prospects, and pipeline reporting.
• Provide leadership within the sales organization, fostering a culture of accountability, professional development, high performance, and ethical behavior.
• Ensure project initiatives yield productivity benefits consistent with established objectives, providing managerial reports to Sales Operations and working closely with the Managing Director on implementation.
• Lead sales organization change initiatives by assessing the need for change, championing initiatives, and eliminating obstacles to organizational improvement.
• Conduct and oversee client survey initiatives, proactively gathering feedback, reporting on survey results, and recommending improvements to enhance customer satisfaction.
• Utilize the organizations ERP, ticketing, and other systems as required by company objectives.
• Collaborate with internal teams, including product development, technical support, and marketing, to ensure client success.
• Stay updated with industry trends, technology advancements, and competitor activities to provide value to clients and identify new business opportunities.
• Attend trade shows, conferences, and other industry events to network with customers and industry partners.
• Maintain accurate and up-to-date records of customers interactions and account information within the companys CRM system.

Requirements
Required Qualifications & Experience:

• Bachelor’s degree in Business, IT, or a related field (preferred but not required).
• Above 5 years of experience in account management, sales, or customer success in the IT industry.
• Strong understanding of IT products, services, and solutions.
• Proven ability to manage key accounts, drive customer satisfaction, and increase revenue.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in CRM software and sales management tools.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively with internal teams to drive customer success.
• Experience in leading change initiatives and improving customer satisfaction metrics.

Key Competencies:

• Customer-focused mindset with a proactive approach to account management.
• Strong leadership and team collaboration skills.
• Detail-oriented with strong analytical and organizational abilities.
• Adaptability to changing market conditions and evolving customer needs.
• High level of integrity and professionalism.

Benefits

• Competitive salary and performance-based incentives.
• Professional development and growth opportunities.
• Supportive and dynamic work environment.