Diligent Boards - Customer Success Manager
Job Title and Overview
The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa.
Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive account management tasks and work closely with other team members to facilitate successful customer onboarding, training, support and ongoing relationships, ensuring sustained satisfaction over the long term.
Reporting to: Head of Services
Management level of role: This is not a management role
Working environment & travel: Exceptionally busy, team-orientated environment. This role could require some travel. Drivers license and own transport is essential.
Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 17h00
Key Responsibilities
Customer Engagement: Proactively engage with customers to understand their needs, challenges, and goals related to Diligent Boards.
Training and Onboarding: Facilitate smooth onboarding processes for new customers, including training sessions to ensure they can effectively use Diligent Boards.
Relationship Building: Build and maintain strong relationships with key stakeholders within customer organizations, including board members, executives, and administrators.
Issue Resolution/Support: Act as a first point of contact for customers to address any concerns, questions, or technical issues they encounter while using Diligent Boards, and work with the Global Diligent Support Team to resolve these promptly.
Product Adoption: Encourage and support customers in maximizing their usage of Diligent Boards features and functionalities to meet their governance and collaboration needs.
Customer Advocacy: Serve as an advocate for customers within Diligent, representing their interests and feedback to relevant internal teams to drive product improvements and enhancements.
Renewals and Expansion: Work closely with the sales and expansion teams to ensure customer renewals and identify opportunities for upselling or cross-selling additional Diligent products and services.
Continuous Improvement: Continuously seek ways to enhance the customer experience with Diligent Boards, whether through process improvements, additional support services, or customized solutions tailored to specific customer needs.
Required Experience
1 to 3 years of experience in customer success or account management (preferably in a SaaS environment) and ideally with a board software management tool.
Experience in sales CRM applications such as Salesforce (advantageous).
Solid experience as a Company Secretary or working with Board Management Solutions.
Experience in the Corporate Governance field.
Behavioural Skills & Soft Competencies
Work Ethic and Attention to Detail: Possesses a strong work ethic, commits to excellence and demonstrates meticulous attention to detail with a genuine passion for accuracy in all endeavours.
Communication Skills: Excellent communication abilities and adept relationship management skills, capable of effectively handling various stakeholders and senior executives concurrently.
Enthusiastic about technology: Possessing a solution-oriented approach focused on identifying strategies to ensure customer success.
Customer-Centric Approach: The candidate exhibits a desire to exceed customer expectations by delivering exceptional service and value. The candidate is capable of effectively transferring knowledge and conducting personalised one-on-one training sessions.
Adaptability: The candidate must be adaptable and flexible to navigate changing customer requirements, organizational dynamics, and evolving product features and functionalities.
Professional Communication and Relationship Management: Display professional business etiquette in all interactions, ensuring effective communication. Proficient in managing client expectations and fostering strong client and stakeholder relationships.
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