Customer Success Manager

Full Time
  • dubai
  • Post Date: January 13, 2017
Job Description

Job description

The Customer Success Manager is responsible for client training and maintaining good levels of adoption across the client base, as well as being the owner for Event Success for their subsidiary. They lead trainings for all new clients as well as existing clients and are responsible for coordination of managed client events. This position is to ensure the revenue expected from new customers is realized and that of existing customers is secured. The CSM should project manage assigned deployments end to end, liaising with other departments such as Sales and Delivery as required. They are responsible for customer satisfaction and reducing client churn.

The expectation is that they will carry out both targeted and generalized Customer Success Plans, focusing on new clients and clients in danger. These success plans will be blend of activities including primarily training but also mail campaigns, calling campaigns, satisfaction surveys, service reviews, awareness days. The CSM will also manage service notifications to blacklisted clients, and they should be able to assist Sales in providing operational information as part of the selling cycle.

Within the Event BL, ensuring client requirements are transmitted correctly to the live team, acting as the point of contact for the client and ensuring the smooth running of the event on the day and any post-event discussions and follow-up. During IR periods prioritization of Events activity is required.

JOB FAMILY

Professional Services

TYPE OF CONTRACT

Regular

LOCATION JOB

CEMEA, Dubaï, Dubaï

EMPLOYMENT

Full-time

Key activities & Tasks

      • Work closely with Sales Executive and Customer representatives to develop a customized Customer Success Plan for new clients and installed base
      • Prepare and manage the agreed Customer Success Plan
      • Support Sales in selecting and scoping correct solution for client
      • Work with Delivery to ensure end to end solution deployment
      • If international scope then it will be required to coordinate other CSM’s in B-end countries
      • Communicate regular status updates and results to Sales Executive, Sales Manager & Operations Manager
      • Maintain accurate records of trainings and customer communication in SalesForce or any other system
      • Conduct regular group training sessions for clients during the Roll-Out phase to ensure that each new user easily embraces the solutions provided to them
      • When needed, modify or create new training material and templates
      • Report on and analyse the installed base to identify needs & opportunities
      • Trigger email campaigns with marketing team to ensure base reactivation
      • Event order and coordination, including comms line and onsite support where necessary
      • Serve as point of contact and subject matter expert, to customers and Sales on Events
      • Partner with customers to ensure all customer needs are understood and fulfilled on time
      • Conduct information gathering and follow-up meetings with customers before and after the Event execution
      • Attend elite training
      • Set up your webcast on elite
    • Be able to support webcast training to cli

Core skills & requirements

      • Bachelor’s Degree
      • Solutions training background
      • PMP or PRINCE2 preferred
      • ITIL a plus
      • Ability to adjust thought process and direction from one training to another
      • Strong Customer service skills
      • Excellent ability to multi-task
      • Demonstrates a strong drive for efficiency, resolving problems and getting the work done in a timely, quality-focused manner
      • Must be well organized
      • Excellent listening, verbal and written communication skills
      • Consistently demonstrates the ability to express both oral and written thoughts and ideas clearly and concisely
      • Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally
      • Experience working with Sales Force and Business Object
      • Working knowledge of MS Office applications
      • Language requirements: English mandatory, Arabic high appreciated
      ‐ Entrepreneurial approach that builds and nurtures strong and lasting relationships both internally and externally
      ‐ Experience working with Sales Force and Business Object
      ‐ Working knowledge of MS Office applications
    ‐ Language requirements: Depending on Region

Key expected results (deliverable, KPI’s)

      ‐ Ensure that new customers reach the forecasted revenue
      ‐ Uphold knowledge of all products and solutions to be able to train and clearly explain the benefits and functionality of each solution
      ‐ Increase usage within existing base via targeted campaigns
    ‐ Execution of 2 to 4 trainings per day