Description:
DSL Telecom is a Sales & Marketing company that specialises in high demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high growth industries means the possibilities are endless for DSL Telecom and the right candidate.
Job brief:
We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use DSL Telecom related products to its full potential.
Successful candidates must be social, analytical, possess an aptitude for learning and using new technology, and be able to communicate clearly and effectively. The ideal Customer Success Manager should proactively engage with customers, maximise value for customers and ultimately increase renewals and protect revenue.
Responsibilities:
- Supporting sales executives with solution selling into prospect account base
- Partnering with sales executives to plan, prepare and execute on strategic deals in complex sales cycles
- Successfully match customer pain/requirements to proposed solutions
- Manage all technical aspects of RFP / RFI response
Effectively communicate client needs to the R&D teams for future product enhancements
- Collect and document competitive intelligence
- Own overall relationship of assigned customer accounts, which includes being responsible for new product demo’s, on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells.
- Proactively coach and guide customers to engage in best practices that enable them to succeed with the DSL Telecom platform.
- Collaborate with Sales, Marketing, Support and Implementation Team to offer customers a consistently high-quality experience with the DSL Telecom brand.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas.
- Identify common customer challenges and proactively suggest better solutions.
- Track accounts to identify churn risk and work proactively to eliminate that risk.
- Establish a trusted/strategic advisor relationship with each Key customer
- Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
- Identify upsell opportunities and work with Sales to drive additional revenue from customers.
- Act as point of escalation to ensure effective resolution to all account issues.
- Travel locally and nationally and at times internationally, meet and engage with customers via phone, email, messaging, remote sessions and onsite to discover and understand their needs and help them use DSL Telecom products to its full potential.
- Evaluate and improve tutorials and other communication infrastructure.
- Develop and maintain positive business, supplier and customer relationships.
- Report on a regular basis to management your sales activity, renewal activity, accounts status and possible churn risk.
- Achieve mastery of the DSL Telecom supplied products and become an expert in the Telecoms space.
- Keep abreast of industry best practices and promotional trends.
- Attend, engage, train and get certified on provided training platforms.
-
Continuously improve through feedback.
Requirements
-
Communications
or Marketing Degree or similar.
-
Minimum 2 years
of Telecoms support experience.
-
2+ years in a
SaaS environment.
-
Prior experience
in Customer Success or equivalent history of increasing customer satisfaction,
adoption, and retention.
-
Proven
Experience with Application / Internet-Based Customer Support.
-
Ability to
(after initial training) self-manage and work within multiple systems
efficiently.
-
The ability to
manage multiple tasks at once and work with non-internet savvy people in an
application-based environment.
-
Excellent
communication skills and a positive attitude.
-
Demonstrate
leadership qualities.
-
Progressive
personal and business-related ideas.
-
Not easily
upset, frustrated, or flustered.
-
Love of learning
and teaching.
-
Ability to
effective research and monitor upcoming and current technology trends.
-
Fully bilingual
(English & Afrikaans or other Language).
Bonus:
-
A comprehensive
understanding of Sales, Marketing, Support, Accounting or Operations principles.
- We are open to local candidates only! You'll need to be in DSL Telecom’s office in Somerset West on a regular basis with ability to work remote when required.
Benefits