Senior Account Manager

1 week ago

Dubai, Dubai, United Arab Emirates Moro Hub Full time
About the Role

Moro Hub is seeking a highly skilled Senior Account Manager - Customer Success to join our team. As a key member of our customer success team, you will be responsible for managing a portfolio of key accounts, ensuring their success with Moro products and services.

Key Responsibilities
  • Develop and Implement Customer Success Strategies: Develop and implement a data-driven customer success strategy aligned with company goals, ensuring high levels of customer satisfaction, retention, and growth.
  • Define and Track Key Metrics: Define, track, and analyze key customer success metrics (e.g., product usage, engagement, sentiment Net Promoter Score (NPS), customer lifetime value (CLTV)) to measure progress and identify areas for improvement.
  • Establish Efficient Onboarding and Training Processes: Establish and maintain efficient customer onboarding and training processes, ensuring seamless integration with Moro products and services.
  • Develop and Execute Strategic Account Plans: Develop and execute strategic account plans to drive customer success, retention, and upsell/cross-sell opportunities, aligning with company goals and objectives.
  • Identify and Implement Tools and Technologies: Identify and implement tools and technologies to optimize customer success workflows, improving efficiency and effectiveness.
  • Manage Customer and Key Account Portfolios: Manage customers and key accounts portfolios from a technology and customer care perspective, ensuring timely delivery of services and tasks.
  • Lead and Manage Teams: Lead and manage a team of Customer Success Team Leads and Technical Account Managers, providing guidance and support to ensure team success.
  • Monitor and Report Key Performance Indicators: Monitor and report key performance indicators (KPIs) as per agreed contractual commitments, ensuring transparency and accountability.
  • Develop and Share Dashboards and Reports: Develop and share internal dashboards and reports with customers, providing insights and recommendations to drive business growth.
  • Improve Services and Processes: Develop and implement processes and procedures to improve services, ensuring high levels of customer satisfaction and retention.
  • Ensure Timely Delivery of Services and Tasks: Ensure timely delivery of services, tasks, CRs, and resolution of technical challenges and incidents, maintaining high levels of service availability.
  • Build Relationships and Collaborate: Build relationships with internal teams, vendors, and customers, ensuring better alignment and collaboration to drive business success.
  • Technical Requirements: The candidate should be technically sound and familiar with overall technical architectures, data center technologies, network infrastructure, and cloud offerings.
Requirements
  • Education: Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent experience.
  • Experience: 5+ years of experience in customer success management or a related technical field, with a proven track record of success.
  • Language Proficiency: Fluency in Arabic and English is a must.
  • Customer Success Methodologies: Strong understanding of customer success methodologies and best practices (e.g., Customer Lifecycle Management).
  • Analytical and Problem-Solving Skills: Excellent analytical and problem-solving skills, with the ability to build strong relationships and influence stakeholders at all levels.
  • Communication and Presentation Skills: Exceptional communication and presentation skills, both written and verbal, with the ability to manage multiple priorities and work effectively in a fast-paced environment.

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