Customer Success Manager

3 months ago


Dubai, United Arab Emirates Polaris Technology Full time

**About Us**:
Polaris Technology LLC is a leading provider of cutting-edge ERP software solutions, specializing in the Food & Beverage (F&B) industry. Our innovative software is designed to optimize operations and enhance the profitability of our clients. We are dedicated to delivering outstanding service and ensuring the success of our clients through seamless implementation and ongoing support. We value innovation, teamwork, and excellence in all our endeavors.

**Responsibilities**:

- **Strategic Oversight**: Lead and oversee the entire customer journey from project initiation to ongoing support, without being directly involved in the day-to-day implementation tasks. Your role is to ensure that the teams responsible for implementation and support deliver high-quality service.
- **Client Relationship Management**: Act as the primary executive contact for clients, ensuring their overall satisfaction and that their strategic needs are met, while project leads handle the hands-on implementation.
- **Team Leadership**: Manage and mentor a team of implementation and support specialists, providing strategic direction, performance management, and professional development opportunities. You are responsible for setting the vision and goals for the team, not for executing individual project tasks.
- **Customer Success Strategy**: Develop and execute comprehensive strategies that drive customer satisfaction, retention, and the long-term adoption of our restaurant ERP software solution. Your focus is on the bigger picture, aligning company goals with customer success, rather than managing specific project deliverables.
- **Cross-Departmental Collaboration**: Collaborate with Sales, Technical, Operations and Marketing teams to ensure that our solutions meet customer needs, without getting involved in the technical aspects of implementation. You bridge the gap between customer expectations and the company’s strategic objectives.
- **Risk Management and Escalation**: Identify potential risks in the customer journey and work with project leads to develop mitigation strategies. Your role is to oversee and resolve escalated issues, not to troubleshoot day-to-day problems.
- **KPI Implementation and Tracking**: Establish, monitor, and enforce Key Performance Indicators (KPIs) for the customer success team, ensuring that all team members meet their targets. Your responsibility is to drive performance and outcomes, not to manage project timelines or tasks.
- **Continuous Improvement**: Regularly review customer feedback and success metrics to identify areas for improvement, guiding the team to enhance service delivery and customer satisfaction.
- **Training and Development**: Ensure that your team is equipped with the knowledge and skills needed to succeed, focus on their growth and performance at a strategic level and conduct hands-on training.
- **Industry Awareness**: Stay informed about industry trends and competitive landscapes to continuously refine and improve customer success strategies.

**Must Haves**:

- **Communication Skills**: Strong ability to engage with C-level executives and senior stakeholders, customers and internal teams, with excellent problem-solving and interpersonal skills.
- **Leadership Experience**: At least 3 years of experience in a leadership and managerial role within customer success, particularly in the F&B industry with a focus on IT software or ERP solutions. Your experience should be in guiding teams and strategies, not in direct project execution.
- **Strategic Thinking**: Deep understanding of the F&B industry’s needs and challenges, with the ability to align customer success initiatives with broader business goals.
- **KPI Management**: Proven ability to implement and track KPIs, ensuring that the team meets or exceeds performance goals. Your focus is on driving high-level outcomes, not managing individual project details.
- **Customer-Centric Approach**: Passion for ensuring customer satisfaction and success, with the ability to think beyond individual projects to the long-term success of the customer relationship.
- **Analytical Skills**: Strong ability to analyze customer success metrics and make strategic decisions based on data.
- **Proactive Leadership**: A self-driven and proactive approach to leadership, focused on continuous improvement and team excellence.
- **Willingness to Travel**: Available for client meetings and industry events as required.

**Why Join Us?**
- Opportunity to work in a dynamic and inclusive environment with career advancement for managing expansion projects outside of UAE.
- Chance to work in a fast growing and unique ERP solution focused towards F&B.
- Growth and career development opportunities within our company.

**Job Types**: Full-time, Permanent

Pay: From AED8,000.00 per month

**Experience**:

- ERP Project Management: 3 years (required)
- F&B industry: 3 years (required)



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