Marnus Nel
Ballito
Summary
Dynamic Customer Success Manager with a proven track record at PACSys, achieving a 92%+ customer retention rate. Expert in account management and cross-functional collaboration, I excel in driving product adoption and enhancing customer satisfaction. Skilled in process optimization and team leadership, I deliver impactful solutions that align with business objectives.
Overview
7
7
years of professional experience
Work History
Customer Success Manager
PACSys
03.2023 - Current
- Owned the customer experience across multiple branches, ensuring consistent service delivery and a customer retention rate of 92%+.
- Acted as escalation owner for high-impact accounts, resolving complex issues while maintaining a Net Promoter Score (NPS) of 70%+.
- Led onboarding, training, and ongoing enablement for support teams, reducing average customer onboarding time by 30%.
- Implemented process and experience improvements that increased satisfaction, reduced friction, and improved service consistency.
- Partnered with internal teams (operations, sales, technical) to align customer needs with business objectives and product capabilities.
Drone Pilot
Ag Drone Solutions
Kroonstad
01.2022 - 03.2023
- Customer-focused professional in the precision agriculture sector, enabling clients to achieve measurable outcomes through drone-enabled solutions
- Qualified drone pilot with 400+ flying hours, providing hands-on customer onboarding, training, and technical support
- Trusted advisor to agricultural clients, translating operational requirements into practical, results-driven solutions
- Supported customer adoption through demonstrations, field support, and post-deployment guidance
- Assisted in business development, contributing to website development and customer-facing marketing materials to improve engagement and lead conversion
Teacher
St Johns College, Parklands
Cape Town
01.2019 - 01.2022
- Led and supported 300+ students and parents, maintaining high engagement and satisfaction
- Delivered multiple programmes with 95%+ on-time execution across academic, sporting, and cultural initiatives
- Coached the 1st team Boys’ Hockey, driving measurable performance and player development improvements
- Directed the annual Senior School production (100+ participants), delivered on time and within budget
- Collaborated with cross-functional teams and marketing to strengthen stakeholder communication and brand engagement
Education
Marketing Certificate -
Cape Town University
Cape Town08.2021
Bachelor of Arts (Hons) - Theatre and Film
University of the Free State
Bloemfontein01.2017
Skills
- Customer onboarding and training
- Account management and retention
- Customer satisfaction (CSAT/NPS) monitoring
- Escalation and issue resolution
- Cross-functional collaboration
- Product adoption and implementation
- Business development support
- Team leadership and staff training
- Communication and presentation skills
- Process improvement and optimization
Accomplishments
- Safety Management Systems, 06/01/22 - 08/01/22, Obtained SMS Certificate
- Remote Pilot License, 10/01/21 - 12/01/21, RPL Passed
- Udemy Courses: Photoshop, Illustrator, Premiere Pro, Audition, After Effects
Hobbies and Interests
- Surfing
- Bee keeping
- Photography
- Farming
- Hiking
- Fishing
Languages
English
Proficient (C2)
C2
Afrikaans
Native
Native
Timeline
Customer Success Manager
PACSys
03.2023 - Current
Drone Pilot
Ag Drone Solutions
01.2022 - 03.2023
Teacher
St Johns College, Parklands
01.2019 - 01.2022
Marketing Certificate -
Cape Town University
Bachelor of Arts (Hons) - Theatre and Film
University of the Free State