JOB TITLE: Client Success Manager / Technical Account Manager
LOCATION: Stellenbosch, 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.
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 stakeholdersCollate reporting to share at regular check-ins to align on value-driving metricsProactive client risk and issue managementDevelop 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 problemsDemand Management Opportunity and pipeline development initiativesDrive both client demand and support the sales processDevelop account plan with the support of the greater Client Success and Delivery teamLead client to successfully operate their IT landscape, from Adoption to Digital TransformationDevelop an improvement plan and execution roadmap to augment the client's IT landscapeDelivery Management Project portfolio management across client accountsManage project quality, milestones, budget, risks and issuesBuild partnerships with internal teams to support effective service deliveryManage client expectations and retrospectives following delivery initiativesCommercial Management Annual SLA renewal planning, negotiation and approvalManage commercial risk ensuring contracts are signed and in place timeouslyProject proposal coordinationProject forecasting and billingManagement of profitability of projects and servicesOTHER 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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