JOB TITLE:
Client Success Manager / Technical Account Manager
LOCATION:
Johannesburg / Cape Town (Hybrid)
ABOUT CYBERLOGIC:Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.
Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.
Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.
Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.
OUR VALUES:
We challenge ourselves to be more AWESOME
We are driven to KEEP learning and EVOLVING
We look beyond symptoms to identify and RESOLVE ROOT CAUSES
We hold each other accountable through CANDID and constructive FEEDBACK
We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
We CARE deeply ABOUT the success of CYBERLOGIC
We FINISH WHAT WE START
We always GIVE OUR BEST even if it means putting in the hard yards
We KEEP THINGS SIMPLE
PURPOSE OF POSITION:
The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects, and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client's specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.
KEY RESPONSIBILITIES:
Client Portfolio Management
Maintain and build relationships with key client stakeholders
Collate reporting to share at regular check-ins to align on value-driving metrics
Proactive client risk and issue management
Bill of ICT assessments
Develop deep context of the client landscape and their operating model
Understand the impact of business trends and emerging technology on our clients and their customers and staff
Generate value by working with our clients to create innovative solutions to business problems
Demand Management
Opportunity and pipeline development initiatives
Drive both client demand and support the sales process
Develop account plan with the support of the greater Client Success and Delivery team
Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
Develop an improvement plan and execution roadmap to augment the client's IT landscape
Delivery Management
Project portfolio management across client accounts
Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
Manage project quality, milestones, budget, risks and issues
Build partnerships with internal teams to support effective service delivery
Manage client expectations and retrospectives following delivery initiatives
Develop reusable intellectual property and collateral for knowledge sharing
Commercial Management
Annual SLA renewal planning, negotiation, and approval
Manage commercial risk ensuring contracts are signed and in place timeously
Project proposal coordination
Project forecasting and billing
Project Statement of Work support
Compliance management of Cyberlogic terms
Management of profitability of projects and services
Coaching and Mentoring
Peer coaching and mentoring of teammates
Development of knowledge assets to share with the team
Profile the Cyberlogic brand to attract talent and build further client opportunities
CORE COMPETENCIES:
Adhering to Principles and Values
Presenting and Communicating Information
Creating and Innovating
Delivering Results and Meeting Client Expectations
DESIRED REQUIREMENTS:
You will be required to travel to clients. Own vehicle and a valid driver's license are required.
To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.
Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a 'work-like' environment at your home location to deliver your best in terms of performance and productivity.
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