Job Information
Cyberlogic Client Success Manager in Johannesburg, South Africa
JOB TITLE:
Client Success Manager / Technical Account Manager
LOCATION:
Johannesburg
ABOUT CYBERLOGIC:
Cyberlogic is a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security. Our just cause is to enable digital transformation through delivering unquestionable value.
Our core capabilities are in IT leadership, security and cloud. We have over 27 years of experience in infrastructure and support services, adhere to ITIL best practices and hold a breadth of knowledge across various technologies and industries.
We believe our people are essential to our continued success and support career growth through our Go4Growth model which is aimed at encouraging our people to continuously contribute, learn, evolve and succeed.
OUR VALUES:
We challenge ourselves to be more AWESOME
We are driven to KEEP learning and EVOLVING
We look beyond symptoms to identify and RESOLVE ROOT CAUSES
We hold each other accountable through CANDID and constructive FEEDBACK
We respect and care for each other and know we will only SUCCEED if we work AS A TEAM
We CARE deeply ABOUT the success of CYBERLOGIC
We FINISH WHAT WE START
We always GIVE OUR BEST even if it means putting in the hard yards
We KEEP THINGS SIMPLE
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.
Technical
- Knowledge of Microsoft 365 product and licensing suite, Azure, Networking, Virtualisation, security and general on-premise Infrastructure and IT technical affinity.
Passion
- Using IT to support a client's business objectives, using a combination of technology know-how with a good understanding of the client's business and industry.
Stakeholder Management:
- Ability to comfortably manage relationships on a technical and business level.
Experience
- A proven track record of technology solutions sales in the SME space is desired.
Accountable
Client portfolio and business relationship management
Maintaining and growing revenue in accounts
Managing commercial risk
Responsible
Commercial management
Delivery management
Client satisfaction
Contribution
Peer coaching and mentorship
Team development and innovation projects
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
Bill of ICT assessments
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
Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
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
Develop reusable intellectual property and collateral for knowledge sharing
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
Project Statement of Work support
Compliance management of Cyberlogic terms
Management of profitability of projects and services
Coaching and Mentoring
Peer coaching and mentoring of teammates
Development of knowledge assets to share with the team
Profile the Cyberlogic brand to attract talent and build further client opportunities
CORE COMPETENCIES:
Adhering to Principles and Values
Presenting and Communicating Information
Creating and Innovating
Delivering Results and Meeting Client Expectations
DESIRED 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.