About the Role
RPM is seeking a Customer Success Coordinator (CSC) to engage directly with our valued enterprise software customers and help them get the most out of our products. This role will proactively engage with end users, licence holders and management teams to help ensure customers achieve the best possible experience using our software and working with our business.
As a Customer Success Coordinator, you will support the ongoing success of a portfolio of customers by building strong relationships, assisting with onboarding and product adoption, monitoring customer engagement, and helping address customer enquiries. Working closely with our Sales, Support, Consulting and Product teams, you will help ensure customers realise value from their investment and maintain a positive experience throughout their journey with RPM.
This role requires strong customer service, communication and organisational skills, with a focus on customer satisfaction, product adoption and retention.
This is a permanent full-time role based in RPM's Centurion office. This is an office-based position and requires regular on-site attendance to support collaboration with customers and cross-functional teams.
Key Responsibilities
- Build and maintain positive relationships with assigned customers.
- Act as a day-to-day contact for customer enquiries and requests, escalating issues where required.
- Conduct regular customer check-ins to understand product usage, customer needs and satisfaction levels.
- Support customer onboarding activities to ensure a smooth transition and successful adoption of RPM software.
- Monitor customer engagement and identify opportunities to improve utilisation of products and services.
- Assist in identifying opportunities for additional products and services and refer these opportunities to the Sales team.
- Act as a customer advocate by gathering feedback and sharing insights with internal teams.
- Collaborate with Sales, Support, Consulting, Product and Marketing teams to deliver a positive customer experience.
- Maintain accurate customer records and engagement activities within CRM systems.
- Assist with customer communications, reporting and administrative activities related to customer success programmes.
- Provide timely updates to customers and internal stakeholders regarding enquiries, issues and ongoing initiatives.
- Support customer retention efforts by helping ensure customers achieve value from RPM solutions.
About You
You will have:
- Qualification in business, marketing, communications or a related field, or equivalent workplace experience.
- Experience in customer service, customer success, marketing, account coordination or a similar customer-facing role.
- Experience within software, technology, mining or a related industry is mandatory.
- A passion for delivering exceptional customer experiences.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
- Excellent organisational skills and attention to detail.
- Strong problem-solving skills and a proactive approach to supporting customer needs.
- Ability to analyse customer information and identify trends and opportunities.
- Proficiency with CRM systems and Microsoft Office applications.
- Ability to work collaboratively across multiple teams and priorities.
- Ability and willingness to work from RPM's Centurion office on a full-time, office-based basis.
- Legally entitled to work in South Africa.
About RPM
RPMGlobal is the mining industry’s leading advisory and consulting, enterprise technology and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years.
We advance the mining industry towards a safer, more efficient and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation and sustainability, we strive to create safer, more efficient and more sustainable operations for our mining customers.
Our focus on providing advanced mining advisory and consulting, enterprise technology and training across the mining lifecycle, enables us to guide customers through the current and emerging challenges the industry faces worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG related expectations.
Please, no agencies or recruiters.