Job description
JOB TITLE:
Client Retention Leader
LOCATION:
Stellenbosch / Johannesburg / Cape Town (Remote / 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 Leader of Client Success heads up the Client Success function with a vision and strategy to provide clients the support, guidance, resources and knowledge needed to meet their business objectives through digital transformation. The Lead develops strategies and processes that deliver unquestionable value to our clients which in turn leads to loyal clients and ultimately to strong financial results. This person will ultimately be responsible for the functions ability to retain and grow revenue in existing accounts.
This leader will have demonstrated experienced in sales management, building high performance sales teams and driving strategies for growth within existing accounts. You will also be expected to contribute to building the brand for the organization through marketing and social media platforms.
Key components of the role will include:
- Establishing professional and consultative relationships with client stakeholders, up to C-level where applicable, across a range of small, mid-sized and large accounts by developing a core understanding of their unique business drivers and matching them with solutions that align to the clients’ OKRs (Objectives, Key Results)
- Crafting proposals and closing deals that result in consistently meeting/exceeding sales targets
- Collaborating cross-functionally with other relevant teams across the business to create and refine strategies, processes, and policies that drive organisational growth
- Collaborating with external business partners (vendors, OEMs, etc.) to drive mutually beneficial outcomes for shared prospects and clients
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
Accountable
- Retention and growth in existing accounts
- Commercial risk within existing accounts
- Management of CSM team
Responsible
- Commercial management
- Delivery management
- Client satisfaction
Contribution
- Peer coaching and mentorship
- Team development and innovation projects
KEY REQUIREMENTS:
- Outstanding commercial sales acumen derived from previous experience in a sales or account management role, preferably within the IT/Cloud services, Cyber Security, or Data Analytics and Intelligence industries.
- A demonstrable understanding of one or more of the following disciplines: IT & Cloud Infrastructure and Services, Cyber Security, or Business Intelligence and Data Analytics.
- Strong analytical skills and the ability to derive actionable insights from data.
- Must be comfortable working in a fast-paced environment and have a demonstrated desire to grow and achieve personal and work goals.
- Meticulous attention to detail.
- Ability to collaborate effectively within a cross-functional, geographically dispersed team.
- Proven ability to work autonomously in a remote / hybrid environment.
- Exceptional organisational, presentation, and interpersonal skills.
- Exceptional written and verbal communication skills, including the ability to tailor messaging to suit differing personas and business priorities.
- Leadership qualities and a deep desire to nurture those skills and competencies.
QUALIFICATIONS & EXPERIENCE:
- 5+ years of relevant B2B sales and/or account management experience.
- An excellent sales track record selling technology solution within the following fields: Cyber Security, Business Intelligence and Analytics, Technology Solutions, SaaS.
- Bachelor’s Degree in Business, Technology or a related field. Additional education/
- certifications are desirable.
- Experience in acquiring key new logo customers (Hunting).
- Skilled Solution Seller with a shown ability to build proposals.
- Ability to operate up to a C-Level within our prospects & customers (CIOs, CTOs).
- Familiarity with established sales methodologies such as MEDDIC or Value Selling preferred.
- Familiarity with CRM tools such as Salesforce, HubSpot, or similar is desirable.
- Leadership experience (formal and/or informal) is essential.
ADDITIONAL REQUIREMENTS:
- Own vehicle and valid driver’s license are required (may be required to travel to clients/offices)
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.
