Job Vacancies at Silversoft

Job Description:

We are seeking a highly motivated and skilled Customer Success Manager to join our Agency Business Unit team. The ideal candidate will be responsible for ensuring that our customers are successful in using our software and services, and that they are able to achieve their desired outcomes. As a Customer Success Manager, you will be responsible for building strong relationships with our customers, understanding their needs, and ensuring that they are satisfied with our products and services.

Responsibilities:

The main responsibilities are (but is not limited to):

• Play a leading role in the onboarding of new key account customers and guide them through the implementation process. You will not be executing the actual training but supervise the implementation project and ensure that our customers goals are met.
• Supervise, and provide ongoing support to customers to ensure their success with our products and services.
• Identify opportunities to upsell and cross-sell products and services to existing customers and build repeatable programs around it, i.e.. a yearly customer health-check.
• Collaborate with cross-functional teams to ensure that customers receive the best possible experience.
• Proactively monitor customer usage and identifying potential issues before they become problems.
• Develope and execute strategies and programs to increase customer retention and loyalty.
• Serve as the voice of the customer and provide feedback to the product development team and to our software partner Deltek to improve products and services.
• Build processes that ensures all customer inquiries and issues are addressed in a timely and professional manner.
• Develope and maintain a deep understanding of our products and services. Extensive training and onboarding will be provided.
• Own the relationship marketing process. You will work with marketing to build case stories and newsletters. You will work with product development to ensure timely and concise information about new releases and other relevant communication.

Qualifications:

• Bachelor’s degree or equivalent industry related qualification
• Minimum of 3-5 years of experience in customer success or account management in a SaaS business
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to build strong relationships with customers and internal stakeholders
• Proven track record of achieving customer retention and upsell/cross-sell targets
• Strong understanding of SaaS business models and industry trends
• Strong knowledge of the advertising agency industry.
• Positive mindset and ability to empathize with customers.
• Leadership skills to manage and develop a team of two direct reports.
• Excellent verbal, writing, and presentation skills.

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ABOUT THE CANDIDATE 

We are on the search for a HR professional or Recruitment Consultant with strong problem-solving skills with a passion for system implementation. If you have a passion for Talent Management and want to step in and assist companies with the right tools to lead and develop their employees throughout the ever-changing environment, then you fit the profile.

ABOUT THE ROLE 

The focus for the position would be to implement Talent Management solutions and provide support to clients.

KEY RESPONSIBILITIES

• Analyse client business processes - prepare and facilitate client workshops to determine requirements.
• Prepare and agree project plan with client to ensure all stakeholders (internal and external) are clear on responsibilities and deadlines.
• Always apply 'Best Practice' principles and advise the client accordingly.
• Design and build system to deliver on client requirements.
• Test configurations and clearly document agreed workflows / processes, etc.
• Train client super users / administrators on system solutions
• Facilitate hand over to training consultant responsible for delivery of end-user training.
• Assist client through go live period ensuring system is adopted.
• Continue to monitor and follow-up on unresolved tickets that arose during implementation until completed.

QUALIFICATION

• 3-year National Diploma or Degree in Human Resources
• Project Management qualification advantageous

EXPERIENCE

• 3-5 years working in human resources (good understanding of HR processes).
• Experience of processes related to recruitment, performance management, succession planning, learning and development.
• Experience working on HRIS or Talent Management systems.
• Sound knowledge of latest HR Industry trends and technologies

ATTRIBUTES

• Strong problem-solving ability within the HR environment
• Takes ownership and accountability.
• Resilient and result driven.
• Good written and verbal communication skills
• Attention to detail.
• Empathetic.
• Reliable and trustworthy.

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ABOUT THE CANDIDATE

We are seeking a skilled junior engineering and/or project management professional who is passionate about technology and systems and wants to specialize in using their project expertise in ERP systems. The ideal candidate will have a strong desire to tackle challenging problems and possess a basic understanding of project management principles and methodologies.

ABOUT THE ROLE

The focus will be to assist in the implementation of ERP solutions to a niche market and provide support to existing clients. This role will be accountable for set solution deliverables and targets ensuring that configured solutions are delivered on-time, within budget and to the specified requirements.

KEY RESPONSIBILITIES

• Assist in analyzing data and providing solution requirements based on client processes.
• Maintain a basic level of knowledge of all ERP modules (Project Management, Client Relations Management, and Resource Management).
• Facilitate onsite review workshops, client project meetings and provide training on solutions when necessary.
• Assist in technical system configurations and data uploads.
• Prepare and provide documentation to the client based on what is required by the Statement of Work.
• Collaborate with various internal teams (sales, training, and development) to ensure successful project implementation and delivery of quality solutions to client and to keep project on schedule and within budget.
• Report and monitor technical bugs found in software and ensure they are resolved.
• Other tasks as and when required by manager.
• Completed 3-year National Diploma or Degree in Information Systems, Project Management or Engineering.

QUALIFICATIONS

EXPERIENCE

• 2-3 years of experience in Project Management, Client Relations Management, and Resource Management roles, specifically in the implementation of ERP systems and working in professional services industries (e.g., Audit, Legal, Consulting, Engineering, Architectural, Creative Agency) will be advantageous.
• Basic experience working with external clients

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ABOUT THE CANDIDATE

We are looking for a finance professional that want to venture into an implementations role and move away from your routine accounting tasks and focus on becoming a specialist using your accounting skills in ERP systems. The perfect fit will be an individual that has a passion for systems and technology and enjoys the challenges of problem solving.

ABOUT THE ROLE

The focus will be to carry out implementations of ERP solutions to a niche market and provide support to existing clients. This role will be accountable for set solution deliverables and targets ensuring that configured solutions are delivered on-time, within budget and to the specified requirements.

KEY RESPONSIBILITIES

• Analyse data and provide solution requirements based on client processes.
• Maintain a specialist level of knowledge of all ERP modules (General Ledger, Accounts Receivable, Accounts Payable, Project Accounting, month-end and year-end Reporting).
• Facilitate onsite review workshops, client project meetings and provide training on solutions when necessary.
• Complete technical system configurations and data uploads.
• Prepare and provide documentation to the client based on what is required by the Statement of Work.
• Collaborate with various internal teams (sales, training and development) to ensure successful project implementation and delivery of quality solutions to client and to keep project on schedule and within budget.
• Report and monitor technical bugs found in software and ensure they are resolved.
• Other tasks as and when required by manager.

QUALIFICATIONS

• Completed 3-year National Diploma or Degree in Accounting, Information Systems.

EXPERIENCE

• 2-3 years’ experience in a finance/ accounting role or similar (General Ledger, Accounts Receivable, Accounts Payable, Project Accounting, month-end and year-end Reporting), ERP systems and implementations of ERP systems and in the professional services industries (E.g., Audit, Legal, Consulting, Engineering, Architectural, Creative Agency).
• Experience working with external clients.