Customer Success Manager

Adapt IT (Pty) Ltd is a subsidiary of Adapt IT Holdings Proprietary Limited and a market leader in developing specialised vertical market software and digitally led business solutions that assist clients across targeted industries to Achieve More by improving their customer experience, core business operations, business administration and enterprise resource planning.

We are currently recruiting for a Customer Success Manager who will be based at our Cape Town office to oversee all customer service contracts and management of customer matters by:

• Assist the business to achieve and retain revenue and customer satisfaction through high levels of customer experience and service;
• Providing information about Micros products and services;
• Responding to customer complains timeously;
• Providing leadership and direction to the customer services teams;
• Achieving continuous customer service improvement with all internal and external stakeholders;
• Design and define customer relationships programmes and key initiatives for sales and service divisions;
• Understanding market, industry and technology needs for our clients.

• Develop and implement customer service strategy
• Demand and capacity management
• Business relationships management
• Execute on retention strategy
• Incident and request fulfilment management
• Technical Management

• Service process management
• Service level and Risk management
• Capacity management and availability management
• Service continuity management
• Information security management