Customer Success Manager

Listing reference: track_001314 Listing status: Online Apply by: 30 April 2025 Position summary Industry: IT & Internet Job category: Sales Management Location: Randburg Contract: Permanent Remuneration: Market Related EE position: Yes Introduction Tracker connect requires the service of the Customer Success Manager in the Okgo department who will ensure the successful implementation and ongoing management of OKgos supply chain visibility solutions for clients. The role will further work closely with clients to understand their unique needs, provide tailored solutions, and drive maximum value for them from the organisations products and services. Job description

• Lead the onboarding process for new clients, ensuring a smooth transition and effective implementation of the supply chain visibility solutions.
• Collaborate with clients to understand their specific supply chain challenges and tailor solutions to meet their needs.
• Conduct training sessions and provide comprehensive documentation to ensure clients are well-equipped to utilize OKgos solutions effectively.
• Implement project management methodologies as a form of execution to drive success of implemented initiatives.
• Build and maintain strong, long-lasting, influential relationships with key stakeholders at client organizations.
• Serve as a key account manager for clients and ensure that all their needs and expectations are exceeded.
• Act as the primary point of contact for clients, addressing their queries, concerns, and feedback in a timely and professional manner.
• Conduct regular check-ins with clients to review performance, gather feedback, and identify opportunities for improvement.
• Plan and implement relevant initiatives aimed at increasing customer value on a regular basis. Work closely enough with current clients to be able to proactively identify new business opportunities.
• Monitor and analyse client usage and performance data to identify trends, areas for improvement, and opportunities to enhance the value of OKgos solutions.
• Collaborate with the product and engineering teams to communicate client needs and feedback, contributing to product enhancements and new feature development.
• Provide clients with best practices and recommendations to optimize their use of OKgos solutions and achieve their business objectives.
• Proactively identify and address potential issues that may impact client satisfaction and success.
• Work closely with the support team to resolve client issues promptly and effectively, ensuring minimal disruption to their operations.
• Escalate critical issues to senior management when necessary, providing detailed reports and action plans.
• Track and report on key performance indicators (KPIs) related to client success, such as client satisfaction, solution adoption, and retention rates.
• Prepare and deliver regular reports to clients, highlighting their performance and demonstrating the value of OKgos solutions.
• Use data-driven insights to develop and implement strategies for continuous improvement. Ensure that all business analytics and reporting functions are aligned with quality and time standards.
• Compile and present value adding business insights gathered from the reporting to relevant stakeholders.
• Develop and maintain mutually beneficial relationships with internal teams and external stakeholders by ensuring all obligations, commitments and expectations are met.
• Successfully navigate the complexities of dealing with a diverse range of stakeholders from different backgrounds, sectors and locations and being subjected to different regulations.
• Develop and sustain key relationships between Tracker and its partners, acting as a direct link to ensure effective communication, management of expectations, and the achievement of strategic deliverables.
• Provide insight of a strategic nature to senior leadership within areas of expertise.
• Ensure effective cross-functional Tracker relationships through sharing of relevant information to assist all divisions in the achievement of their objectives.
• Work closely with Product Management, Engineering, and Customer Success teams to ensure seamless handoffs from pre-sales to post-sales processes.

Minimum requirements

• Tertiary qualification (Bachelors Degree) in Engineering. NQF 7 is required.
• Industrial Engineering or related qualification is advantageous.
• 3 Years experience in implementing supply chain technology.
• Demonstrated capability of delivering value for business.
• Strong consultative delivery skills with experience engaging with senior management and operational staff.
• Project Management experience
• Willing to from time-to-time work extended hours, and willing to travel locally.
• Drivers license with own vehicle

Benefits Medical aid, Provident fund 22 Annual leave days.

Information :

• Company : Tracker South Africa
• Position : Customer Success Manager
• Location : Randburg, Gauteng
• Country : ZA