Home » Senior Customer Success Manager
Dubai, UAE

Senior Customer Success Manager

Function: Commercial
Location: Dubai, UAE
Job Type: Permanent/Full time
May 01, 2024

About Us: We are a pioneering identity verification company headquartered in Dubai, committed to revolutionising the landscape of digital identity management across the MENA region. Our cutting-edge solutions ensure secure and seamless verification processes, empowering businesses to thrive in the digital era.

Job Description: As the Senior Customer Success Manager, you will be instrumental in driving customer satisfaction, retention, and growth by effectively managing relationships with our existing client base. Leveraging your extensive experience in customer success management, you will focus on upselling opportunities, portfolio management, and cross-functional collaboration to deliver exceptional value to our customers.

Key Responsibilities:

  • Upsell and Portfolio Management:
    • Manage an existing assigned set of customers, nurturing relationships to drive ongoing customer satisfaction, solution usage, risk assessment, renewals, and growth.
    • Collaborate with Account Managers to identify upsell opportunities and execute strategies to maximize revenue from existing accounts.
  • Cross-Functional Collaboration:
    • Work closely with Account Managers, Renewal, and Product teams to ensure seamless delivery of services and solutions, meeting customer expectations and driving long-term value.
    • Connect with technical and non-technical stakeholders at various levels within both internal and external organizations.
  • Client Onboarding and Relationship Management:
    • Facilitate smooth client onboarding, change management, and integration phases in collaboration with our onboarding team.
    • Cultivate and manage long-term partnerships with key customers and stakeholders, serving as their trusted advisor.
  • Problem Solving and Solution Presentation:
    • Collaborate with clients to understand challenges and present effective solutions that address their needs.
    • Drive and coordinate various projects to achieve strategic growth objectives for both customers and our organization.
  • Voice of the Customer:
    • Act as the voice of the customer internally, providing valuable feedback to the Product team to drive enhancements and improvements.

Requirements:

  • Experience and Industry Knowledge:
    • 5+ years of relevant experience in Customer Success Management, Client Service, Technical Account Management, or Implementation.
    • Proven track record of managing a Book of Business, with a focus on revenue, usage, conversion, and retention rates.
    • Preferably, experience working in SaaS environments.
  • Project and Stakeholder Management:
    • Strong project management skills with the ability to manage multiple initiatives simultaneously.
    • Demonstrable stakeholder management skills, both within service providers and customer teams.
  • Commercial and Technical Acumen:
    • Sound commercial and technical acumen, particularly in understanding client challenges related to IT development and deployment, especially in the SaaS market.
    • Experience with SaaS, mobile, security, and UX.
    • A solutions-focused approach with a keen interest in helping customers achieve their business objectives.
  • Communication and Analytical Skills:
    • Excellent communication and presentation skills, with the ability to convey complex information concisely and logically.
    • Proficiency in data analysis to derive insights and inform decision-making processes.

Reporting Structure: The Senior Customer Success Manager will report into the Team Lead Customer Success & Pre Sales.

Join Our Team: If you are a dynamic and experienced Customer Success professional with a passion for driving customer satisfaction and growth, we invite you to join our passionate team and play a pivotal role in shaping the future of digital identity management. Apply now to embark on an exciting journey of growth and innovation with us!

To apply, click here.