Job Description

Our client is a modern, feature-rich, full-cycle insurance policy administration system designed for insurers, MGAs, and brokers seeking to optimise their processes, accelerate product launches, and enhance connectivity. Their cloud-based, no-code platform transforms the administration of insurance, delivering a seamless user experience across policy, claims, and billing functions.
Role Overview
The Customer Success Manager (CSM) plays a critical role in ensuring that clients derive maximum value from our clients solutions and services. The CSM is responsible for developing trusted, long-term relationships by aligning their support efforts with each client's business objectives and operational priorities.
The key focus of the role is to support delivery, proactive service management, and strong client engagement, while identifying and raising opportunities for further enhancement of services and solutions.
Job Type: Full Time/Permanent
Location: Johannesburg
Workplace: Hybrid (2 days in office)
Requirements

• Prior experience in a client-facing support or account manager role, preferably within a software or technology environment.
• A strong understanding of support delivery frameworks or service-level agreement management.
• An understanding of Agile delivery models and sprint-based planning
• Hands-on experience with ticketing and collaboration tools (for example, Jira and Confluence)
• Proficiency in Microsoft Office, specifically Word, Excel, PowerPoint, and Teams
• Prior experience in insurance or financial services environments will be an advantage, but not a minimum requirement.
• Monthly onsite visits at clients' offices will be required, which may include some national travel.
• You have excellent interpersonal and communication skills, which enable you to effectively engage and build professional relationships with a range of internal and external stakeholders.
• A composed and professional individual, you inspire confidence and trust in the stakeholders you engage with.
• You are solutions-oriented with good conflict management and negotiation skills.
• You are resilient and adaptable to change.

Responsibilities
Build and maintain client relationships

• Develop and nurture strong, trust-based relationships with key client stakeholders.
• Understand client business strategies and align our support efforts accordingly, while working within the overall our client's framework and strategy.

Client support planning

• Coordinate the resolution of support tickets and ensure adherence to service level agreements.
• Facilitate the prioritization of incidents and feature requests.
• Manage escalations and maintain timely communication with clients regarding the progress.
• Keep clients informed about system updates, enhancements, and changes to support processes.

Client engagement and retention

• Conduct regular check-ins and strategic reviews with clients through planned Steerco meetings
• Support the onboarding of new clients and/or client representatives to ensure a smooth transition

Support Service and efficiency

• Monitor and report weekly on client service metrics to ensure continued alignment with expectations.
• Ensure client support delivery is efficient while aligning with the sprint structure and service level agreements.
• Act as a liaison between clients and the technical teams to translate business needs into actionable tickets.
• Participate in the daily standups to review incident feedback, feature prioritization, and ensure weekly updates are provided to clients.
• Support and maintain accurate client health scores and engagement statuses

Skills Required