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We’re Hiring! – Customer Success Manager role

Be a Social Superhero

We’re currently in a very exciting space. Dealing with cutting-edge technology and helping companies fully take advantage of the Social Media revolution by putting on the right toolbelt.

If you don’t know much about us, read this. If you do, jump ahead to the juicy job-spec bit.

Through strategic partnerships with companies such as Crimson Hexagon, Klout and Lithium Technologies, we provide:

  • industry-leading social media listening and analysis software packages,
  • access to the world’s most effective influencer-marketing network,
  • social media customer service solutions and
  • peer-to-peer, online community environments.

Our client-base includes some of the best companies to work with, including Standard Bank, Multichoice, Vodacom, Carrefour, Fleishman Hillard and Spark Media.

As a startup, we need all hands on deck. Everyone plays a massive role in the success of the company. So, if you’re someone that’s happy to try anything and get your hands dirty, speak to us. Specifically, we’re looking for candidates with excellent relationship-building, discovery, and communication skills, as well as an affinity for learning new software. The Customer Success Manager provides the ongoing, strategic oversight for our valued clients, helping them to adopt and realise meaningful business goals with the solutions we implement. As an individual, you should be naturally curious and analytical, and understand that personal commitment supported by the hard work of strategy and data analysis is key to keeping your customers happily invested in your organization.

As part of your ongoing training in the systems we deliver, there may be a requirement to travel to London, Boston or San Francisco for further education.

What Our Customers Will Ask Of You

  • Proactively manage and keep in mind their best interests in context of using Crimson Hexagon’s ForSight application, or Lithium’s Social Web platform.
  • Help them adopt and optimize their use of ForSight and Lithium Social Web quickly and efficiently
  • Develop and execute a Success Plan for them, including both strategic and tactical approaches to ensuring their satisfaction and loyalty to the platform they’ve chosen
  • Identify new ways to use and optimize ForSight, or Lithium Social Web, in their business and broaden their ability and return on investment
  • Take the lead on their behalf with other internal teams to make sure they are getting the full benefit of their license subscriptions
  • Recognize and help to publicise their successes with the tools within their organization, with other youKnow customers, or throughout the marketplace, at their discretion
  • Be a point of escalation for any of their issues and work with internal stakeholders to resolve in a timely fashion
  • Be the strong advocate for their interests regarding their relationship with youKnow, Crimson Hexagon and Lithium Technologies.
  • Keep them informed of new product features and gather their feedback and advocate for them on any improvements to their overall experience

What youKnow Will Expect You To Learn

  • The Crimson Hexagon ForSight product suite – at an advanced level
  • The Lithium Social Web product suite – at an advanced level
  • How to think about data in the context of modern marketing and market research
  • How to think about social media in terms of customer service, customer experience and social CRM.
  • How to build relationships – with your customers’ users and decision makers with your peers, and with your organization
  • How to manage the long-term success of both your customers and your organization
  • How to articulate and present in a clear, concise and professional manner
  • How to keep your cool under pressure and proactively avoid escalated customer situations
  • How to satisfy the needs of multiple customers with varying products and varying needs effectively
  • How to create insightful reports and case-studies from real-world business situations, which can be used for marketing, PR and internal reporting purposes.
  • Various internal tools such as Slack, Trello, Google Apps, Piktochart

Qualifications

  • Candidate must have written and spoken proficiency in English and familiarity with other secondary languages preferred
  • Bachelor’s degree or comparable experience
  • 2-3 years of digital/social media account management, client service, or equivalent experience
  • Experience with similar social listening and engagement technology platforms a huge benefit
  • You can get things done with a sense of urgency
  • Your motivation is customer-first, team-first
  • You want to stretch your limits and take on new challenges
  • The creative ability to assist in the company’s PR and marketing initiatives would also be a massive plus.
  • You can travel, locally, 20% of the time
  • Authorized to work in South Africa for any employer

Package options

  • R15k – R20k per month
  • Performance bonus
  • Potential profit-sharing or equity options available

Please mail your CV through to theteam@youknow.co.za and we’ll contact you soon if it looks like a good fit.



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