Client Success Manager

JOB TITLE:

Client Success Manager / Technical Account Manager

LOCATION:

Stellenbosch, Cape Town (Hybrid)

ABOUT CYBERLOGIC:

Cyberlogic is a trusted Managed Solutions Provider with offices in South Africa, Mauritius, and the UK. Serving a diverse range of clients, spanning numerous industries, including the international maritime sector, Cyberlogic specialises in IT leadership, cyber security, cloud solutions, and business intelligence. For almost three decades, Cyberlogic has been committed to enabling digital transformation through delivering unquestionable value.

PURPOSE OF POSITION:

The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/ adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client’s specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.

KEY RESPONSIBILITIES:

Client Portfolio Management

• Maintain and build relationships with key client stakeholders
• Collate reporting to share at regular check-ins to align on value-driving metrics
• Proactive client risk and issue management
• Develop deep context of the client landscape and their operating model
• Understand the impact of business trends and emerging technology on our clients and their customers and staff
• Generate value by working with our clients to create innovative solutions to business problems

Demand Management

• Opportunity and pipeline development initiatives
• Drive both client demand and support the sales process
• Develop account plan with the support of the greater Client Success and Delivery team
• Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
• Develop an improvement plan and execution roadmap to augment the client’s IT landscape

Delivery Management

• Project portfolio management across client accounts
• Manage project quality, milestones, budget, risks and issues
• Build partnerships with internal teams to support effective service delivery
• Manage client expectations and retrospectives following delivery initiatives

Commercial Management

• Annual SLA renewal planning, negotiation and approval
• Manage commercial risk ensuring contracts are signed and in place timeously
• Project proposal coordination
• Project forecasting and billing
• Management of profitability of projects and services

OTHER REQUIREMENTS:

• You will be required to travel to clients. Own vehicle and a valid driver’s license are required.
• To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.

Should you work from home, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location to deliver your best in terms of performance and productivity.