Customer Success Manager

3 weeks ago

Dubai, United Arab Emirates Delta Skills Academy Full time

**Key Responsibilities**:

- Customer Relationship and Operations Management: Serve as the primary point of contact for customer inquiries and registrations, ensuring a seamless and supportive experience. Oversee the smooth administrative operations of educational programs and holiday camps.
- Program Support and Guidance: Provide comprehensive support and guidance to customers throughout their learning journey, ensuring they have the resources, information, and motivation needed to succeed.
- Feedback and Improvement: Collect and analyze customer feedback to identify areas for improvement in program delivery and content. Work closely with the Program Operations team to implement enhancements based on customer insights.
- Success Planning: Collaborate with customers to understand their goals and expectations. Develop and implement success plans that align with their objectives and the Academy’s offerings.
- Retention and Growth: Monitor customer engagement and satisfaction, implementing strategies to increase retention rates and encourage program expansion and upselling opportunities.
- Reporting and Analysis: Maintain detailed records of customer interactions, feedback, and success metrics. Prepare regular reports for the VP of Delta Skills Academy and other stakeholders to inform strategy and decision-making.
- Cross-functional Collaboration: Work closely with the marketing, sales, and program operations teams to ensure a cohesive customer journey and to leverage opportunities for customer success stories and testimonials.
- Quality Assurance and Safety: Monitor the branding, presentation, and delivery of programs and camps to ensure they are professional, competitive, and adhere to health and safety standards. Oversee child safeguarding measures at camps.
- Strategic Planning and Reporting: Support the department in meeting business targets and budgets. Prepare regular reports on program and camp status, customer satisfaction, and operational efficiency for the VP of Delta Skills Academy and other stakeholders.
- Marketing and Communication: Develop and maintain effective communication channels between Delta and our leaners. Support our marketing team in reviewing our website content and internal and external promotions to grow our customer base.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communications, Education, or related field.
- Minimum of 3 years experience in customer success, account management, or a related customer-facing role, preferably within an educational, training, or tech environment.
- Proven track record of building and maintaining strong customer relationships, with a focus on achieving high satisfaction and retention rates.
- Excellent communication and interpersonal skills, with proficiency in English (both written and spoken).
- Strong analytical skills with the ability to translate customer feedback into actionable insights.
- Proficient in CRM software and Microsoft Office Suite.
- Ability to work flexibly and adaptively in a dynamic, fast-paced environment.

**Preferred Skills**:

- Experience in the education sector or with educational programs and courses.
- Project management skills with the ability to oversee customer

**What we offer**:

- Salary 9,000- 10,000 AED per month
- Annual flight allowance
- Private medical insurance
- End of service benefit
- A dynamic and supportive work environment within a mission-driven organization
- Opportunities for professional growth and development in the fast-evolving educational sector.
- The chance to make a significant impact on customer satisfaction and program success, contributing to education and learning in the region.

The cover letter should explain the following:

- What skills and experiences you have that make you a good fit for the job
- Describe your previous experience that match the needs mentioned in the job posting.

**How to apply**:
**Job Types**: Full-time, Contract
Contract length: 24 months

**Salary**: AED9,000.00 - AED10,000.00 per month

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)

Application Question(s):
**Education**:

- Bachelor's (required)

**Experience**:

- customer success, account management, or a related: 3 years (required)
- education sector or with educational programs and courses.: 3 years (required)

**Language**:

- English (required)

License/Certification:

- Driving License? (required)

Application Deadline: 29/03/2024
Expected Start Date: 15/04/2024

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