Senior Customer Success Manager

Job Description
Senior Customer Success Manager
- English + Spanish + French(Implementation & Onboarding)Como is the pioneer of Data-Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue, build strong relationships with their clients, know them better, and keep them coming back. Como's turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size business. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omnichannel communication, auto-generated AI campaigns, customized and branded mobile app, and much more. We are looking for an organized, analytical and empathetic Senior CSM, who is fluent in English and an additional language (Spanish/English) with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program. Senior Customer Success Manager ResponsibilitiesCustomer Onboarding and Relationship ManagementTake in charge Mid to Large clients with higher technical complexity and act as a project manager to ensure smooth onboarding of the clientOwn the overall relationship with assigned clients after the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contactGuide new customers through the onboarding process, ensuring they understand how to use the product effectively and help them defining and setting-up their loyalty in the product back-endEnsure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolutionConfigure, test, and maintain customer loyalty programs in the platform, including loyalty rules, rewards, campaigns, tiers, and other program settings, ensuring they align with the customer's business objectives. Raise customers' requests to the Support team when it comes to tech/integration related issuesEscalate relevant situations to Managers in a timely mannerCustomer Success and RetentionServe as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when neededAid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectivesDevelop and execute success plans tailored to each customer's goals and objectives throughout the client lifetime and based on KPIs analysisIdentify opportunities for upselling additional features, services or high-tier plans to existing customersManagement and MentorshipAct as a Mentor to Junior CSM and a go to person for technical or process related questionsHandle efficiently escalations and retention callsOversee internal initiatives and own the deliverySenior Customer Success Manager RequirementsStrong written and verbal communication skills in English, as well as in Spanish/FrenchMaster's degree or equivalent experience3-5 years of experience in Customer Success, Customer Onboarding, Implementation/Account Management, preferably in a Saas company or technology startup. Comfortable configuring software platforms and learning new systems quickly. Excellent written and verbal communication skills in English. Proficiency in Spanish, French, or another European language is a strong advantage. Detail-oriented, analytical, and solution-oriented, with strong problem-solving skills. Demonstrated ability to build strong customer relationships, drive customer satisfaction, and support customer retention. Experience in the F&B or Retail industries and familiarity with customer engagement or loyalty solutions are a plus. The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows 12.30pm to 10.00pm.
In addition to a competitive salary, you'll have access to an excellent benefits package, including: Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)A positive, productive, and energetic work environment25 days annual holidayGlobal career progression opportunitiesWellbeing initiatives, regular social events and charitable initiatives to give back to our communityOffice with amazing views on JLT park, lake and Dubai MarinaExciting team-building activities