KANDUA JOB OPPORTUNITIES
Client Success Manager
- Location
Hybrid: Remote with frequent face to face client contact across Gauteng
- Start date
ASAP
- Position
Contract or Permanent
About Kandua
The Kandua Company helps small service businesses grow. We connect them to new customers and we take the sweat out of business management with easy to use tech tools. Kandua.com is South Africa’s #1 online marketplace for home services. Every month, over 40 000 vetted home service pros have access to around R50 million worth of work opportunities from individual customers, and access to business customers through Kandua’s partnerships with leaders in insurance and retail. The Kandua for Pros app puts a head office in the palm of every pro’s hand: send professional quotes and invoices, accept card and online payments, keep track of customer communication, and get visibility of business performance, all from a mobile phone, and all safely stored in the cloud. Our mission is to use tech to shorten the distance between having a skill and making a living from it: helping the people who help us every day.
Job duties and responsibilities
- The Client Success Manager will be the main point of contact between the company and a number of named enterprise accounts. Understand their specific requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc.) to determine opportunities for value creation or reduced cost to serve.
- You will serve as the primary contact for the onboarding and ongoing training of new clients as well as post go-live support where required.
- You will work closely with clients to ensure that a solid relationship is achieved and maintained through both periods of good and poor service.
- You will provide operational guidance and support to ensure efficient value delivery is maintained. Resolve escalated operational issues internally, with clients and with their customers; anticipate and prevent future problems.
- You can expect to manage the performance and growth of a growing team to ensure optimum client satisfaction.
- You will build a close relationship and manage (the internal Accounts Department) the collection of all the outstanding accounts and assist the Accounts Department with troubleshooting and resolving finance queries.
Key Outcomes
- Ensure all new clients are profitable within 6 months
- Expand existing client relationship revenue by 10% per month (per client)
- Maintain client churn at <5% per year
- Onboard minimum 2 new large clients per year (i.e. with potential for >5k jobs per month)
- Oversee collection of 100% of receivables from clients
Key Competencies
- Able to create structure in ambiguous situations and design effective processes.
- Have an impressive presence and communication abilities.
- Excited to get in the mix – jumps at the opportunity to get to the root cause of problems and fix them.
- Highly self-motivated – excited to take full ownership for results and its appropriate means.
- Passionate about technology and being a part of a fast-growing tech company.
- Good project management ability and experience.
- Leadership ability – endeavours to carry along team members and wider team with the appreciation of importance of shared context in a diverse environment.
- Proficiency in basic tech suite (Microsoft office, Slack, Trello etc)
Qualifications and Skills
Essential Skills / Experience:
- Has 4+ years of experience in customer / client success, account management, business development, or another client-facing role.
- Has experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
Desirable Skills / Experience:
- Experience in a tech / SAAS / marketplace business
- Experience in retail / property / facilities management
