Client Success Consultant

Make your mark with us

Put your best foot forward on the journey to a new you at Caseware Africa.

Client Success Consultant - Confirmation

In this role, you will manage client engagements, oversee training and consulting initiatives, and collaborate closely with the support team to deliver high-quality, tailored services that meet client needs. Your focus will be on optimizing processes, fostering strong relationships with clients, and ensuring long-term success and renewals, with an emphasis on both banking and audit firm sectors.

If you want to:

Auditors: Ownership of the success of the audit market.
Identify and quantify the key metrics for customer success.
Identify, manage, report and resolve any issues/potential risks encountered by audit firms.
Execute proactive client engagements, closely tracking volumes and transactions to drive auditor adoption and success.
The big 4 accounts for almost 60% of our Confirmation revenue. Success of the Confirmations aspect of these accounts is critical.
Banks: Manage the relationship with the bank going forward relating to Confirmations.com.
Oversee the support aspect of the client relationships ensuring SLAs are achieved and the streamlining of processes at the bank so the bank gains maximum efficiency on Confirmations.com.
Manage bank onboarding by providing training, overseeing bank setup, and guiding them through the demo environment.
Team and Customer Collaboration: Drive continuous improvement of all internal processes that support client success.
Manage any sensitive clients the bank has trouble dealing with Confirmations.com.
Assist with key escalations by leveraging off banking relationships.
Managing escalations from the support team.
Learning and Development: Providing information to keep clients informed from a software and technical perspective.
Ensure that the assurance client base is proactively managed, from a services perspective.
Ensuring all internal staff are adequately trained and skilled on the product portfolio to maximise client success.
Market Influence and Strategy Alignment: Ensure that delivery meets customer and managements’ satisfaction.
Partner with the sales and marketing team on sales and marketing initiatives, customer events and product and services feedback received through these channels.
Involved in Pre – Sales discussions, client demo’s, project plans and quotation discussions.
Participating in the sales process for Confirmations.com when banks require a more technical view on how the platform works.

And you have:

At least +3 years’ experience in Client Success type role (Support, Consulting, etc.)
Domain experience from the customers point of view (Confirmation)
Completed 3-year tertiary qualification
Highly technologically literate, proficient in customizable CRM systems.
It is preferable that the successful incumbent has had working exposure to Confirmation.
Power BI Understanding – creating relevant dashboards.

And these essential skills:

Client Success experience, pro-active with client engagements
Team player- work across all areas of the business, as well as own team
Training and upskilling of teams to align to all new and existing products
Confirmation experience and exposure
Proactive individual
Influential, self-starter- align teams and work together in order to achieve vision of the customer success model and drive customer success
Exceptional attention to detail and highly developed critical thinking and reasoning skills.
Exceptional customer service orientation, with a passionate for customer success.
Well-developed problem identifying and problem-solving skills.
Excellent communication skills (verbal and written).
Highly innovative, and highly pro-active with a passion for identifying not-seen-before opportunities.
Organised and systematic, with the ability to dive into the detail and hold the bigger picture in mind simultaneously.

Follow us on:

Contact us: