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We seek a Customer Success Manager to join our Financial Services team, based in Johannesburg, South Africa.
Job Description
As a key member of the Financial Services team, you will be working closely with clients, stakeholders, and the wider SymphonyAI team.
What you'll do
Relationship Building: Develop and maintain strong client relationships, serving as the primary point of contact for inquiries, needs, and feedback.
Product Knowledge and Training: Acquire an in-depth understanding of our products or services to provide expert guidance and support to clients.
Enhancements Planning and Delivery: Collaborate with clients to strategically plan and deliver enhancements to our products or services. Manage an internal team to onboard and subsequently deliver enhancements on time and to a high quality.
Customer Advocacy and Renewal Management: Monitor client accounts, analyze usage patterns, and identify upselling or cross-selling opportunities aligned with client goals. Encourage satisfied clients to become advocates, contributing testimonials, case studies, or referrals. Ensure client satisfaction and work towards securing contract renewals for subscription-based services.
Identify and Introduce Leads: Identify and introduce leads to the Account Management team.
Problem Resolution, Feedback, and Strategic Planning: Act as a liaison between clients and internal teams to address and resolve issues promptly. Gather and analyze client feedback to provide insights for product improvement and enhance the overall client experience. Collaborate with sales, marketing, and product development teams to develop and execute strategies aligned with business goals and client success objectives.
What you'll bring
Proven experience working with Tier 1 clients in either client success, account management, or management consulting.
Experienced in a related industry such as Financial Services, Regulatory Compliance, Payments, or Fraud Prevention.
Proven track record of successful project delivery and account management, with experience managing large, complex projects and building long-term relationships with clients.
Strong commercial focus and acumen.
Strong strategic thinking skills, with the ability to develop and execute on a strategic vision for clients.
Excellent communication and interpersonal skills, with the ability to build trust and rapport with senior client and internal stakeholders.
Ability to work independently and as part of a team, with a strong sense of accountability and ownership.
Experience in subscription-based or SaaS environments is advantageous.
Customer-centric mindset with a passion for ensuring client success.
What we offer
Competitive salary and benefits package.
Flexible hybrid working model.
Opportunities for professional growth and development.
Collaborative and inclusive work environment.
Access to the latest technologies and tools.
A chance to make a tangible impact on cutting-edge industrial AI solutions.
About Us
SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.
Visit here, for more information about how we hire, what's in it for you, our culture and values.
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