Customer Success Manager
3 weeks ago
Our client is looking for a CustomerSuccess Manager to be based in Dubai, UAE.
Customer Success Managers (CSM) are critical inprotecting daily and monthly service fees levels and growingrevenue for existing customer relationships with individualproperties. CSMs achieve this by maintaining strong customerrelationships, driving customer loyalty through onboarding, regularreviews and effective escalation management. Through theirrelationships at each property, they also identify opportunities togrow revenue from those properties.
Outcomes:
- %contract value up for renewalretained
- Cross-sell opportunity leadsidentified and passed to regional salesmanagers
- Support/issue escalationsresolved
- Strength of relationship map formanaged services properties
Responsibilities:
- 5- 7 years of sales experience within the sameindustry.
- Develop and implement a relationshipdevelopment and retention plan for a portfolio of customers with acompany managed services contract.
- Onboard newcustomers once a network install or upgrade has been deliveredensuring a smooth transition to the management of thecustomers' network.
- Execute therenewals process for existing managed services contracts drivingretention
- Identify and qualify cross-sellopportunities to hand over to regional salesmanagers
- Monitor managed services supportperformance and proactively manage any issues andescalations.
Core Customer SuccessSkills
CustomerRelationshipManagement
- Buildingtrust and strong relationships with customers through regularcommunication.
- Acting as the primary point ofcontact for customer queries andconcerns.
Onboardingand Training
- Guidingcustomers through the onboarding process to ensure a smoothtransition.
- Educating users about productfeatures and bestpractices.
CustomerAdvocacy
- Representingthe voice of the customer internally to influence productdevelopment and service enhancements.
- Acting asa mediator between customers and internalteams.
RenewalsandUpselling
- Identifyingopportunities for upselling or cross-selling products andservices.
- Ensuring timely renewals bydemonstrating productvalue.
Strategicand AnalyticalSkills
Problem-Solving
- Addressingcustomer issues with practical and timelysolutions.
- Proactively identifying potentialchallenges and mitigatingthem.
CustomerInsights and FeedbackAnalysis
- Collecting andanalyzing customer feedback to identify trends and areas forimprovement.
- Using data to enhance customerexperiences andoutcomes.
Metricsand KPITracking
- Monitoringcustomer success metrics like Net Promoter Score (NPS), CustomerSatisfaction Score (CSAT), and Customer Lifetime Value(CLV).
- Reporting results and implementingstrategies to improveperformance
CustomerAssistance,Customer Relations,Customer ServiceManagement
Employment Type :Full-time
Department / Functional Area: Customer Service
Experience: Not Mentioned years
Gender: Male
Vacancy: 1
Joining Date: Sat, 01 Feb2025
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