Customer Success Manager
2 months ago
At Intwo we're looking for a Customer Success Manager to join our team.
Full-time - Dubai
**About the job**:
The Customer Success team in InTWO is responsible to drive success for our Customers through knowledge of entire ecosystem, striving shortest time to attain value realization and bringing them closer to their aspired success goal.
- Responsibilities will include proactive interactions with stakeholders internally and externally while striving to achieve and maintain the highest satisfaction levels with Customers with InTWO services. Fostering a strong relationship and bringing value proactively with all Customers through regular catchups, addressing challenges and working with internal InTWO departments, will be key to automatic renewals, upsells and cross-sells as well as mutual win-win situations for all stakeholders.**You will need**:
- Bachelor’s Degree(B.Tech/Bcom/BCA) Or Masters Degree(MBA/MCA/MCOM/CA).
- Minimum 7 years of ERP Customer Support/Implementation experience.
- Being able to handle both technical and functional areas
- Working knowledge of Microsoft Dynamics or other enterprise resource planning (ERP) systems highly desired
- Being able to handle both technical and functional areas
- Skilled in understanding customer needs and providing quality customer service.
- Excellent oral and written communication and presentation skills.
- Strong interpersonal skills, especially a customer service-oriented attitude.
**What you need to do ?**
- To manage Large Enterprise customers on Post implementation/Support Service.
- Build strong customer relationships, especially with key internal stakeholders.
- Manage all the customers across the region.
- Always strive to provide exceptional customer experience
- To ensure the SLA adherence for the customers are in line with the contractual terms.
- Monitor the ERP support queues and ensures cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution.
- Conduct remote, classroom, and one-on-one ERP end-user trainings as needed.
- To manage teams - allocation, utilisation, productivity of the resources.
- To train and be trained on latest in the tech stack that InTWO operates.
- To manage the overall P&L of the division and ensure it is profitable Handle Contract renewal, invoicing and collection.
- Daily / weekly/ monthly reporting of key performance metrics / scores.
**Who are we?**
**What InTWO offers**:
- We are a great place to work with colleagues from all over the world.
- Competitive salary with great benefits.
- Inspiring, flexible and open working culture
- International growth and career opportunities
- Do you want to join our team as our new Customer Success Manager? Then we'd love to hear about you
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