Internal vacancies
Client Success Manager - US
What’s this position about?
The Client Success Manager is responsible for developing and fostering strong relationships with a portfolio of accounts. The CSM is a trusted advisor who partners with our clients to ensure they receive the full value of their investment in Makosi's solutions. The CSM engages with clients post-sale to drive adoption, satisfaction, expansion, retention, and lifetime value. Internally, the CSM serves as the voice of the customer by providing feedback to different functions across the organization. The CSM is the quarterback of the relationship, ensuring internal resources are aligned to achieve the customers desired outcome. The CSM will collaborate with Sales, Marketing, Product Management, Engagement Management, and Finance. This role reports to the Chief Experience Officer and is a key member of the Client Success team.
Salary range
Base salary & annual bonus
Location
East Coast, USA
Start Date
Immediately
Duties
Your daily adventures will include:
- Manage post-sales activity for Makosi clients through strong relationship management, planning, and execution
- Own positive customer success outcomes for a portfolio of accounts: retention, expansion, customer advocacy, and overall lifetime value
- Own the customer relationship across the lifecycle of their engagement, from onboarding to ongoing adoption
- Successfully achieve and exceed Client Success revenue and retention targets
- Understand the customers business, and ensure the engagement is set to deliver value against their goals
- Conduct regular Strategic Business Reviews to ensure alignment with client priorities and eliminate risk factors
- Project manage multiple, concurrent customer engagements varying in complexity using an internal cross-functional team to flawlessly execute and deliver on solutions that deepen and expand the relationship
- Manage issues and escalations from initial report to resolution
- Maintain product expertise across Makosi's products and solutions (Audit, TAS, IT Audit, etc.)
- Own pricing and contract negotiations using skills that balance both the customer and Makosi perspectives
- Be the voice of the customer and provide feedback on how Makosi can better serve our customers and shape product innovation
- Partner with Sales in order to drive increased revenue through new business partnership
- Determine process efficiencies to improve Client Success Department and Company productivity
Requirements:
- Minimum 5+ years of Customer Success or Account Management
- Ability to travel when possible
- Excellent understanding of public accounting
- Strong relationship management, analytical and critical thinking skills
- Excellent written and verbal communication skills
- Solution-oriented mindset, with strong problem-solving ability
- Strong project management skills
- Proactive, goal-oriented, persistent, organized, and skilled negotiator
Makosi POPIA DISCLAIMER:
As a responsible Employer, Makosi (Pty) Ltd is committed to upholding and complying with the regulated requirements as set out in the South-African Protection Of Personal Information Act (POPIA), and by applying for this vacancy and by providing and disclosing information, you understand and irrevocably agree that all information submitted and presented to Makosi (Pty) Ltd is through your consent and is done so in accordance with the conditions and terms of the POPIA compliance regulations.
