JOB TITLE:
Client Success Manager / Technical Account Manager
LOCATION:
Johannesburg
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 specializes in IT leadership, cybersecurity, 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.
OUR VALUES:
We challenge ourselves to be more AWESOMEWe are driven to KEEP learning and EVOLVINGWe look beyond symptoms to identify and RESOLVE ROOT CAUSESWe hold each other accountable through CANDID and constructive FEEDBACKWe respect and care for each other and know we will only SUCCEED if we work AS A TEAMWe CARE deeply ABOUT the success of CYBERLOGICWe FINISH WHAT WE STARTWe always GIVE OUR BEST even if it means putting in the hard yardsWe 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.
Technical
Knowledge of Microsoft 365 product and licensing suite, Azure, Networking, Virtualization, security, and general on-premise Infrastructure and IT technical affinity.
Passion
Using IT to support a client's business objectives, using a combination of technology know-how with a good understanding of the client's business and industry.
Stakeholder Management:
Ability to comfortably manage relationships on a technical and business level.
Experience
A proven track record of technology solutions sales in the SME space is desired.
Accountable
Client portfolio and business relationship managementMaintaining and growing revenue in accountsManaging commercial risk
Responsible
Commercial managementDelivery managementClient satisfaction
Contribution
Peer coaching and mentorshipTeam development and innovation projects
KEY RESPONSIBILITIES:
Client Portfolio Management
Maintain and build relationships with key client stakeholdersCollate reporting to share at regular check-ins to align on value-driving metricsProactive client risk and issue managementBill of ICT assessmentsDevelop deep context of the client landscape and their operating modelUnderstand the impact of business trends and emerging technology on our clients and their customers and staffGenerate value by working with our clients to create innovative solutions to business problems
Demand Management
Opportunity and pipeline development initiativesDrive both client demand and support the sales processDevelop an account plan with the support of the greater Client Success and Delivery teamLead the client to successfully operate their IT landscape, from Adoption to Digital TransformationDevelop an improvement plan and execution roadmap to augment the client's IT landscape
Delivery Management
Project portfolio management across client accountsAppropriate allocation of teams in conjunction with the projects manager to deliver planned initiativesManage project quality, milestones, budget, risks, and issuesBuild partnerships with internal teams to support effective service deliveryManage client expectations and retrospectives following delivery initiativesDevelop reusable intellectual property and collateral for knowledge sharing
Commercial Management
Annual SLA renewal planning, negotiation, and approvalManage commercial risk ensuring contracts are signed and in place timeouslyProject proposal coordinationProject forecasting and billingProject Statement of Work supportCompliance management of Cyberlogic termsManagement of the profitability of projects and services
Coaching and Mentoring
Peer coaching and mentoring of teammatesDevelopment of knowledge assets to share with the teamProfile the Cyberlogic brand to attract talent and build further client opportunities
CORE COMPETENCIES:
Adhering to Principles and ValuesPresenting and Communicating InformationCreating and InnovatingDelivering 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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