Customer Success Manager – MEA | Emplifi Dubai

1 month ago


dubai, United Arab Emirates Emplifi Full time
Customer Success Manager – MEA | Emplifi DubaiEmplifi is the leading unified CX platform built to bring marketing, care and commerce together to help businesses close the customer experience gap. Emplifi is a global company with over 20 years of industry expertise helping more than 20,000 brands, such as Delta Air Lines, Samsung, and Ford Motor Company, provide their customers with outstanding experiences at every touchpoint on their customer journey. For more information, visit is a leading unified customer engagement platform that empowers businesses to reach and grow communities through digital- and social-first strategies. More than 20,000 brands like McDonald’s, Ford Motor Company, and Delta Air Lines rely on Emplifi to enable connected, empathetic experiences for the modern consumer across marketing, commerce, and care. Headquartered in New York, Emplifi is a partner to the major social media networks and digital platforms, including Google, Meta, LinkedIn, TikTok, and Snapchat. For more information, visit Success Manager – MEA | Emplifi Dubai | Apply NowKey Responsibilities:Client Relationship Management:Serve as the primary point of contact for customers in the assigned territory or named accounts.Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty.Understand customer objectives and align our services to achieve those goals.Onboarding:Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption.Collaborate with internal teams to expedite service delivery and meet onboarding timelines.Product Adoption:Monitor client usage and product adoption rates.Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential.Address any adoption challenges with tailored solutions.Renewal and Retention:Develop strategies to ensure high retention rates and manage the contract renewal process.Predict and address potential churn risks, implementing mitigation strategies as needed.Upselling and Cross-Selling:Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs.Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities.Feedback Loop:Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement.Act as the client’s advocate within the company, ensuring their needs and concerns are addressed.Reporting and Analytics:Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics.Provide regular updates to management on client health, renewal forecasts, and potential risks.What You’ll Bring To UsMinimum of 3-5 years of experience in customer success, account management, or a similar role, preferably within the digital marketing industry.Demonstrated ability to build strong relationships and manage key customer accounts.Proficient understanding of digital marketing services such as social media, content marketing, etc.Strong problem-solving skills and the ability to handle challenging client situations with grace.Proficiency with CRM and customer success tools such as Salesforce, Gainsight, or similar platforms.Excellent verbal and written communication skills.Fluent English language skills required, additional languages advantageous.Don’t miss out on this exciting opportunity – apply now at dubaiofferz.com
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