About the position
Join our team and you will be responsible for signing on and partnering with businesses to add value to and transform the way they hire talent.
Working in the Customer Success department you will be contributing to the ultimate success of the Pnet business.
By joining our team, you will proactively engage with an assigned portfolio of customers by engaging them as a trusted advisor. You will develop a deep understanding of customers' recruitment and development strategy and business objectives to drive the use of the Pnet solutions.
Your Responsibilities:
- Develop and implement account strategies and consumption plans that drive customer outcomes.
- Build trusted relationships with customers to support value-based consumption focused activities.
- As a Customer Success Consultant, you are expected to have a strong relationship with the Sales teams as well as other critical functions in the business to ensure mutual success with our customers.
- Monitors SLA performance and maintain high level of customer satisfaction.
- Engage with STST as well as relevant subsidiary organisations to leverage expertise as needed.
- Leverage data & tools to track and manage targeted adoption and consumption activities.
- Act as point of escalation for customers account issues.
- Contribute to library of success plays and best practices to further grow Pnet's ability to drive customer success.
- Engage with customers to do regular value realization assessments and advise on optimal utilization of their investment.
- Stays knowledgeable on customer's industry, business strategy, business line strategy and market conditions.
- Orchestrates success resources across PNet to accomplish customer's desired outcomes.
- Provides customer advocacy and acts as voice of the customer providing feedback to appropriate PNet stakeholders.
- Identifies and mitigates risks to current and future reoccurring revenue.
- Be the customers strategic expert to share industry trends, best practices, competitive insights, and product roadmap.
- Coach customers to ensure they are leveraging all available resources.
Qualifications
- Matric / Higher Certificate
- A minimum of 3 years' customer management experience.
- B2B Customer management experience preferable.
- Excellent knowledge of the MS Office suite.
- Intermediate to Expert level experience on Excel.
- Knowledge of ERP/ CRM Systems would be advantageous.
- SAP knowledge will be an advantage.
- Prior experience in using technology to deliver automated customer journeys and experience.
- Strong written and verbal communication skills.
- Strong organisational skills and attention to detail.
- Demonstrated experience working with the executive level in client environments.
- Ability to create and sell business cases to internal and client audiences.
We're a community here that cares as much about your life outside work as how you feel when you're with us. Because your job shouldn't take over your life, it should enrich it. Here are some of the benefits we offer:
- 20 days annual leave and extra days between Christmas and New Year
- Paid sick leave from day one
- Hybrid working model?
- Volunteering days?
- Maternity and Paternity leave benefits
- 16 days of family leave per year
- Group life Cover including disability and Funeral cover
- 24/7 Employee Assistance Programme
- Discovery Flexicare
Our Commitment
Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.
Desired Skills:
- customer success
- Data Analysis
- Critical Thinking
Desired Work Experience:
About The Employer:
Pnet is a leading online job board in South Africa dedicated to connecting job seekers with their ideal employment opportunities. As a major player in the South African job market, we had a key role in facilitating millions of job placements across various sectors and industries.
We are proud to be part of The Stepstone Group, a global expert in job-tech platforms. Being part of a global team allows us to leverage cutting-edge technology, data, and industry expertise to enhance our services and continuously innovate our technology to meet the needs of the job market.
