Client Success Consultant

Role Level: Consultant / Senior Consultant
Experience: 3-6 years
Location: Pretoria / hybrid, with regular travel
Employment Type: Full-time
Department: Products and Advisory

Role Overview

Our client is looking for a Client Success Consultant to support and lead client-facing delivery across product / solution / platform implementation, adoption, change management, process support, and ongoing client engagement. The role is suited to someone who enjoys working with people, systems, data and structured delivery.

This is not a passive coordination role. The consultant will be expected to drive agreed deliverables, support change management, take care of the client relationship, and ensure that implementation activities move forward within the company's stablished operational structure.

The successful candidate must be energised by regular travel and in-person client engagement. They should be confident working with operational users, senior managers, directors, CFOs, municipal stakeholders, steering committees, internal teams, and external partners.

Key Responsibilities

• Drive client implementation activities in line with approved project charters, implementation plans, SOPs, and internal delivery standards.
• Build and maintain strong client relationships through regular communication, follow-up, meetings, site visits, and practical support.
• Support change management by helping clients understand, adopt, and sustain new processes and system-based ways of working.
• Facilitate client meetings, workshops, training sessions, product presentations, milestone reviews, and progress discussions.
• Translate client needs, risks, issues, and decisions into clear actions and structured follow-through.
• Prepare high-quality written and visual outputs, including emails, meeting records, progress updates, process notes, reports, presentations, training material, and implementation documentation.
• Work with structured data, MS Excel, system information, user roles, configuration inputs, and data quality checks.
• Support users in understanding system functionality, process requirements, and implementation tasks.
• Coordinate with internal technical, consulting, and management teams to resolve client issues and maintain delivery momentum.
• Identify risks, blockers, and client needs early, and escalate appropriately through agreed internal channels.

Qualifications

A relevant bachelor's degree is required. Suitable fields may include business and process management, public administration, information systems, change management, project management, development studies, economics, GIS, engineering, built environment, urban planning, or similar.

Postgraduate qualifications or certifications in project management, business analysis, change management, customer success, systems implementation, or related fields will be advantageous.

Experience

The ideal candidate will have 3-6 years' experience in one or more of the following areas:

• SaaS or software product / system implementation
• client success or account delivery
• business analysis
• project consulting
• change management
• operations consulting
• public-sector consulting
• ERP, product, or system support
• process improvement or operational delivery

Prior local government or municipal experience (specifically relating to South African Municipal Integrated Development Planning (IDP), budgeting and reporting processes) will be advantageous, but is not required. We are more interested in consulting maturity, ownership, pace, client-care instinct, systems thinking, and the ability to learn complex environments quickly.

Required Capabilities

• Strong client-facing communication and relationship management skills.
• Effective verbal communication skills, with the ability to communicate clearly and confidently with a range of audiences.
• Excellent business writing ability.
• Confident presentation and facilitation skills, with the confidence to regularly deliver presentations and training to diverse audiences.
• High proficiency in MS Excel capability and confidence working with structured and unstructured data.
• Comfortable learning and using SaaS platforms and business systems.
• Ability to understand workflows, dependencies, user roles, data quality issues, and process controls.
• Strong facilitation, follow-up, and delivery discipline.
• Ability to work independently within a structured operational model.
• Willingness and enthusiasm to travel regularly for client engagements.
• High attention to detail and pride in professional outputs.
• Self-starter individuals with strong work ethic are preferable.

Advantageous Capabilities

• GIS or spatial data exposure.
• Power BI, SQL, Python, or similar data tools.
• Business analysis or systems implementation experience.
• Understanding of public-sector, infrastructure, finance, planning, or regulated institutional environments.
• System integration (API) awareness and experience.

Recruitment Note

Candidates should expect to complete several assessments as part of the evaluation process including, but not limited to, Microsoft Office suite proficiency, English language proficiency, problem solving skills as well as personality and psychometric assessments.