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As the Client Success Manager: Assurance, you will develop and implement the strategies required to mature and integrate our client success services that will result in improved customer retention, more opportunities for up-selling and cross-selling, and significantly improve the overall net-promoter score amongst our customers.

If you want to:

  • Be responsible for Customer Success across Assurance Clients by; Ownership of the success of this market, identify and quantify the key metrics for customer success in the Assurance Sector as well as; Identify, manage, report and resolve any issues/potential risks that were identified at the client
  • Be responsible for Customer Success within Banks by; managing the relationship with the bank going forward relating to Confirmations.com, overseeing the support aspect of the client relationships ensuring SLA’s are achieved and the streamlining of processes at the bank so the bank gains maximum efficiency on Confirmations.com
  • Ensure Team and Customer Collaboration by leveraging the assurance team (Support, Training, and Consulting) to act on real-time customer insight.
  • Ensure Learning and Development by providing information to keep clients informed from a software and technical perspective. Ensure that the assurance client base is proactively managed, from a services perspective.
  • Ensure Market Influence and Strategy Alignment by ensuring that delivery meets customer and management satisfaction. Partner with the sales and marketing team on sales and marketing initiatives, customer events, and product and services feedback received through these channels. As well as working with the Product Managers and collated product feedback, to enhance the product road map

And you have:

  • At least +3 years’ experience in Client Success type role
  • At least +3-5 years’ experience in a leadership/management role
  • Domain experience from the customers' point of view
  • At least +3 years’ experience in Client Success type role
  • At least +3-5 years’ experience in a leadership/management role
  • Domain experience from the customers' point of view
  • CA(SA)- Desirable

And these essential skills:

  • Client Success experience, pro-active with client engagements
  • Team player- work across all areas of the business, as well as own team
  • Domain knowledge of the Assurance market
  • Training and upskilling of teams to align to all new and existing products
  • CaseWare experience and exposure
  • Highly technologically literate, proficient in customisable CRM systems.
  • It is preferable that the successful incumbent has had working exposure to CaseWare.
  • Power BI Understanding – creating relevant dashboards
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