Head of Customer Success

2 days ago


Dubai, United Arab Emirates Kaddra UK Ltd Full time

**ABOUT THIS ROLE**

As Kaddra’s Head of Customer Success based in UAE you are Kaddra’s product specialist across the suite of offerings. You are responsible for managing the Customer Success team for Asia, UK and France including the KPIs and targets of the Customer Success team. In addition, you are responsible for supporting the sales team and customer for product related issues.

**YOUR ROLE WILL INCLUDE**
- Owning the onboarding process for new customers from day one until go-live.
- Customer account management including being the voice of the customer, and advocating to the Sales and Product teams to ensure the needs of customers are met.
- Representing the customer's viewpoint in the product roadmap and feature definition
- Strengthening and growing client relationships including upselling new solutions and increasing revenue from the existing services, and proactively managing churn.
- Ensuring customer facing documentation is kept up to date and relevant and creating and implementing processes and programs.
- Conducting surveys to gauge customer satisfaction.
- Managing day-to-day communication with accounts, and act as a trusted point of contact for business discussions.
- Identifying common customer challenges and actively suggesting better solutions.
- Maintaining high levels of customer engagement and satisfaction with a focus on customer loyalty.
- Developing metrics for defining the success of an on-boarding plan, and reviewing progress during quarterly meetings.
- Meeting with customers virtually to discover and understand their needs.
- Coaching customers to be product experts and provide training to their teams.
- Partnering with marketing to create opportunities for customer references and case studies.
- Developing metrics for defining the success of an on-boarding plan and reviewing progress during quarterly meetings.
- Manage monthly billing invoice to customers through Changebee account
- Supervise and manage junior team members

**Requirements**:

- Experience working in a customer success or client facing role in a SaaS start-up environment.
- Highly process orientated and the ability to design and implement process efficiencies for internal and external needs.
- Team leadership experience and the ability to hire and mentor customer success executives.
- Excellent stakeholder management skills.

In a startup environment, we build amazing tech, have plenty of flexibility and you can truly make a difference in the company’s growth. You will have endless opportunities to grow and become a leader in the SaaS sector in Asia, UK, UAE, France and beyond.

**Benefits**

PERKS & BENEFITS
- This is a fully remote role with work from home allowances.
- Paid Annual Leave, Marriage & Compassionate leave.
- Health Care benefits.
- Salary comensurate with expereince



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