Client Success Manager

JOB TITLE:

Client Success Manager / Technical Account Manager

LOCATION:

Johannesburg / 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.

Our delivery focus has enabled us to build up a national and international footprint of loyal clients that rely on us to provide transparent, open guidance to improve their processes, grow their businesses, and secure their data.

Cyberlogic is part of the Hyperclear Technology group, which boasts a diverse technology offering including robotic process automation (RPA), business process management (BPM) data analytics, and decisioning technology.

Through our non-profit, R4C (Ride for a Child), we partner with Bright Start Education Foundation, an organisation empowering deserving learners from underprivileged communities, providing holistic support and guidance throughout their educational careers.​

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.