Customer Success Manager Job Vacancies Johannesburg

• Full time permanent role
• Hybrid (2 days in the office)
• Johannesburg

The Genasys story began in 1997 with a visionary founder who recognised that software was the key to revolutionising insurance efficiency and delivering exceptional customer experiences. From humble beginnings, we've grown into a recognised Insurtech leader, celebrating over 25 years of innovation. We have a strong foothold in South Africa and the UK, and our expansion into international markets is a testament to our continuous growth and impact. Our unwavering mission is to be the preferred software solutions partner to the insurance industry across Europe, Africa, and the rest of the world.

At Genasys, our core values of transparency, honesty, integrity, and personal accountability drive everything we do. We pride ourselves on delivering excellence in insurance technology, building lasting partnerships, and always doing what we say we will. Our comprehensive and dynamic insurance management system is a testament to our commitment to innovation. It's a modular, cloud-based solution that can be applied to any insurance business, adapting seamlessly regardless of currency, language, or destination. With our platform, clients benefit from faster product launches and an average of 34% reduction in operating costs, enabling them to transact over £3 billion in Gross Written Premium and manage over 1.5 million insurance policies globally. Our system boasts 352 pre configured product line templates and 486 robust, well documented API endpoints, offering unparalleled flexibility and speed to market.

Our flagship platform provides end to end policy administration, covering the entire insurance policy lifecycle. This includes intuitive, no code tools for building wholesale and retail quote and bind journeys, seamless renewals, mid term adjustments, and cancellations. It empowers insurers, MGAs, and brokers to create customised, optimised workflows, manage complex currency, taxation, and multiple languages across regions, and support alternative insurance models such as parametric, micro, or embedded products. The platform is truly designed for insurance, tailored to the unique needs of each business.

We believe our people are critical to our success. We are deeply committed to fostering an environment of continuous learning and development, supporting our teams to drive technological expansion and attract top talent. This commitment is exemplified by initiatives like our Genasys Product and Innovation Campus in Cape Town. Join a team passionate about making insurance better for everyone through cutting edge technology.

The Customer Success Manager (CSM) plays a critical role in ensuring that clients derive maximum value from our solutions and services. The CSM is responsible for developing trusted, long term relationships by aligning our support efforts with each client's business objectives and operational priorities.

The key focus of the role is to support delivery, proactive service management, and strong client engagement, while identifying and raising opportunities for further enhancement of services and solutions.

The key responsibilities of the CSM:

1) Build and maintain client relationships

• Develop and nurture strong, trust based relationships with key client stakeholders.
• Understand client business strategies and align our support efforts accordingly, while working within the overall Genasys framework and strategy.

2) Client support planning

• Coordinate the resolution of support tickets and ensure adherence to service level agreements.
• Facilitate the prioritisation of incidents and feature requests.
• Manage escalations and maintain timely communication with clients regarding the progress.
• Keep clients informed about system updates, enhancements, and changes to support processes.

3) Client engagement and retention

• Conduct regular check ins and strategic reviews with clients through planned Steerco meetings
• Support the onboarding of new clients and/or client representatives to ensure a smooth transition

4) Support Service and efficiency

• Monitor and report weekly on client service metrics to ensure continued alignment with expectations.
• Ensure client support delivery is efficient while aligning with the sprint structure and service level agreements.
• Act as a liaison between clients and the technical teams to translate business needs into actionable tickets.
• Participate in the daily stand ups to review incident feedback, feature prioritisation, and ensure weekly updates are provided to clients.
• Support and maintain accurate client health scores and engagement statuses

ABOUT YOU

You have excellent interpersonal and communication skills, which enable you to effectively engage and build professional relationships with a range of internal and external stakeholders.

A composed and professional individual, you inspire confidence and trust in the stakeholders you engage with. You are solutions oriented with good conflict management and negotiation skills.

You are resilient and adaptable to change.

Your experience, qualifications, and skills:

• Prior experience in a client facing support or account manager role, preferably within a software or technology environment.
• A strong understanding of support delivery frameworks or service level agreement management.
• An understanding of Agile delivery models and sprint based planning
• Hands on experience with ticketing and collaboration tools (for example, Jira and Confluence)
• Proficiency in Microsoft Office, specifically Word, Excel, PowerPoint, and Teams
• Prior experience in insurance or financial services environments will be an advantage, but not a minimum requirement.
• Monthly onsite visits at clients' offices will be required, which may include some national travel.

Please note that if you have not heard from us in two weeks, your application has been unsuccessful.

Genasys Technologies respects your right to privacy and complies with the Protection of Personal Information Act (POPIA). We are committed to protecting the confidentiality and security of your personal information. We hereby inform you that we will be retaining your personal information on file for a period of 12 months. This information will be used solely for the purposes of maintaining records and fulfilling legal obligations. Your personal information will be securely stored and will not be disclosed to any third party without your explicit consent, unless required by law or to protect our legitimate interests. By continuing to use our services, you consent to the retention of your personal information as described above. If you wish to request access to or the correction of your personal information, please contact us using the details provided below.