Customer Success Manager

Roles and responsibilities

Our client is looking for a Customer Success Manager to be based in Dubai, UAE.

Customer Success Managers (CSM) are critical in protecting daily and monthly service fees levels and growing revenue for existing customer relationships with individual properties. CSMs achieve this by maintaining strong customer relationships, driving customer loyalty through onboarding, regular reviews and effective escalation management. Through their relationships at each property, they also identify opportunities to grow revenue from those properties.

Outcomes:

• % contract value up for renewal retained
• Cross-sell opportunity leads identified and passed to regional sales managers
• Support/issue escalations resolved
• Strength of relationship map for managed services properties

Responsibilities:

• 5 - 7 years of sales experience within the same industry.
• Develop and implement a relationship development and retention plan for a portfolio of customers with a company managed services contract.
• Onboard new customers once a network install or upgrade has been delivered ensuring a smooth transition to the management of the customers' network.
• Execute the renewals process for existing managed services contracts driving retention
• Identify and qualify cross-sell opportunities to hand over to regional sales managers
• Monitor managed services support performance and proactively manage any issues and escalations.

Desired candidate profile

Core Customer Success Skills

1. Customer Relationship Management

   • Building trust and strong relationships with customers through regular communication.
   • Acting as the primary point of contact for customer queries and concerns.

2. Onboarding and Training

   • Guiding customers through the onboarding process to ensure a smooth transition.
   • Educating users about product features and best practices.

3. Customer Advocacy

   • Representing the voice of the customer internally to influence product development and service enhancements.
   • Acting as a mediator between customers and internal teams.

4. Renewals and Upselling

   • Identifying opportunities for upselling or cross-selling products and services.
   • Ensuring timely renewals by demonstrating product value.

Strategic and Analytical Skills

1. Problem-Solving

   • Addressing customer issues with practical and timely solutions.
   • Proactively identifying potential challenges and mitigating them.

2. Customer Insights and Feedback Analysis

   • Collecting and analyzing customer feedback to identify trends and areas for improvement.
   • Using data to enhance customer experiences and outcomes.

3. Metrics and KPI Tracking

   • Monitoring customer success metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Lifetime Value (CLV).
   • Reporting results and implementing strategies to improve performance