Client Success Manager

Job Purpose

The Client Success Manager is responsible for managing and growing an existing portfolio of clients, strengthening relationships, ensuring value delivery and driving client retention and long-term commercial growth. The role works closely with internal delivery and commercial teams to ensure client requirements are understood, solutions are effectively implemented, and services are delivered in line with contractual agreements.

Responsibilities:

• Manage and maintain strong relationships with client stakeholders, including senior management.

• Understand client business objectives and identify opportunities to enhance the value of DataOrbis’ data and analytics solutions.

• Oversee the accurate and timely delivery of reports, analytics and client-specific solutions.

• Coordinate with internal teams, including Projects, Business Intelligence, Data Visualisation, Operations and Data Integration, to ensure effective service delivery.

• Manage client queries, ad hoc requests and escalations, ensuring timely resolution.

• Identify opportunities to expand existing client accounts and develop proposals for additional services.

• Lead annual client reviews and contribute to contract renewals, negotiations and commercial discussions.

• Coordinate the onboarding and implementation of new services and ensure alignment with client requirements.

• Manage client training, workshops and presentations on DataOrbis reporting applications and solutions.

• Maintain accurate client and commercial information within relevant systems, including NetSuite.

• Lead, support and develop team members through performance management, coaching and ongoing development.

• Contribute to internal projects, process improvements and client success initiatives.

• Travel regionally and internationally as required.

Minimum Requirements

• Matric or equivalent.

• A tertiary qualification or relevant certification in Commerce, Marketing or a related field.

• At least 8 years’ professional experience in FMCG, consumer goods, marketing, data management or a related industry.

• A minimum of 3 years’ experience in a client-facing, consulting or business development role, engaging with senior stakeholders.

Knowledge and Skills

• Strong client relationship management and stakeholder engagement skills.

• Commercial acumen and financial understanding.

• Strong analytical, numerical and problem-solving abilities.

• Ability to interpret business reports and translate data insights into actionable recommendations.

• Knowledge of FMCG, consumer goods and related industries.

• Understanding of data warehousing principles and data modelling.

• Strong communication, presentation, planning and organisational skills.

• Experience in team leadership, performance management and people development.

• Proficiency in Microsoft Office, particularly Excel.

• Experience with NetSuite, JIRA, SharePoint and other relevant business systems would be advantageous.

Additional Requirements

• Ability to manage multiple priorities and deliver within agreed timelines.

• A client-focused approach with strong attention to detail.

• Willingness to travel regionally and internationally when required.