Customer Success Manager

4 days ago

Dubai, Dubai, United Arab Emirates Vortexa Full time
Customer Success Manager (Commodities)

Vortexa was founded to solve the immense information gap that exists in the energy industry. By using massive amounts of new satellite data and pioneering work in artificial intelligence, Vortexa creates an unprecedented view on the global seaborne energy flows in real-time, bringing transparency and efficiency to the energy markets and society as a whole.

Vortexa is looking for a Customer Success Manager based in the UAE to play an influential role in our post-sale customer experience in the MENA region and have a major role in our ambitious growth plans.

You will join a globally growing customer success team, working seamlessly in partnership with our pre-sales product specialists and wider commercial team.

In this role, you will proactively nurture and develop relationships with our diverse customer base across the global energy and shipping spectrum and help to deliver on their needs and ambitions through a laser focus on onboarding, engagement and adoption.

You will be the first point of contact for our existing users, harnessing analytics and striving to elevate customer health with each interaction. You will act as a trusted partner to clients as you move them through the customer journey, continually seeking to match their needs with our products and services.

As the primary champion of client experience, you will interface closely and dynamically across the business, orchestrating a best-in-class experience for existing and prospective users. You will coordinate seamlessly between the commercial organisation, subject matter experts, marketing, product and R&D.

You will be hungry to expand your network of contacts within the customer base, virtually and in person, to promote the way in which we add value.

You must be an adaptive and driven self-starter that thrives in the face of challenge, with a resourceful and positive approach to problem-solving in a fast-paced and constantly evolving scale-up environment.

You will be responsible for...

  • Understanding our client's strategic goals and needs, and continually executing customer success programs and touchpoints to drive adoption and secure retention
  • The Customer Health of our existing client base; using in-house analytics to mitigate churn risks, and surface opportunities, ensuring renewal health and growth
  • Developing a deep knowledge of our clients and prospects; developing supportive and collaborative long-term relationships with them through meetings virtually and in person
  • Collaborating daily with Product, Customer Success, Marketing and Sales to develop targeted account plans
  • Providing customer training, and coordinating service & support needs
  • Designing engagement specific to our customer segments
  • Proactively sharing knowledge and best-practices with clients, as well as internally

Skills & Experience...

  • Have experience in energy, shipping or in the wider commodity/financial/trading or data & analytics sector
  • Client-first mentality and track record of churn prevention, renewal, adoption and upsell success
  • Several years' experience within a customer success, sales or business development role (B2B SaaS experience a plus)
  • Strong relationship building and relationship management skills
  • Excellent communication skills - verbal and written in English and Arabic
  • Experience using customer success analytics tools

It would be great if you also...

  • Have excellent engagement and influencing skills with an ability to establish trusted advisor relationships with business decision makers
  • Have exceptional organizational skills, communication and active listening skills
  • Have strong business acumen and problem-solving skills
  • Are data-minded and excellent ability to manipulate and organise analytics for decision making
  • Are results orientated with the ability to prioritize multiple objectives
  • Value working in an open and collaborative environment
  • Have an ability to handle the big picture as well as deep dive into details, and can tell stories about solutions, value and relationships
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting
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