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Head of Customer Success

4.00 to 8.00 Years   Dubai, United Arab Emirates   14 Feb, 2022
Forefront Middle East
1 Jobs Openings
Job LocationDubai, United Arab Emirates
EducationBachelor's degree / higher diploma
Salary$8,000 - $9,000
IndustryFMCG
Functional AreaNot Mentioned

Job Description

Objectives: Our client, a startup food technology company, is looking for looking for a Head of Customer Success to join their team in Dubai. The main objective of this role is to be responsible for proactive management and value maximization of client relationships and accounts. The Head of CSM is also someone who takes initiative to develop internal process to enable us to operate successfully at scale.Responsibilities:

  • Going the extra mile to provide excellent customer service to our diverse customer base, and ensuring our customers are getting the most out of using the GrubTech platform.
  • Act as a critical feeder of the voice of the customer to the rest of the organization and provide continuous feedback to help the platform develop so that we can continue to best serve the customers.
  • Act as the trusted point of contact for customers across the lifecycle: onboarding, adoption, advocacy, and renewal.
  • Proactively manage a portfolio of Enterprise customers and complex accounts.
  • Develop and build strong relationships with key customer stakeholders; work with them to understand their key issues and pinpoints and communicate the art of the possible by using the company to power their operations.
  • Train end users and work with customers to optimize the use of the platform and ensure they are continuously gaining business value from our products and services.
  • Stay abreast of company developments, new products & features. Effectively communicate platform features and product information for new releases and facilitate their correct adoption.
  • Be the voice of the customer and develop a deep understanding of their needs. Collaborate closely with various cross-functional teams (Product, Sales, Marketing, Operations) to provide feedback and drive better results.
  • Design, develop & implement processes to ensure Customer Success team is operating efficiently, and providing customers with tailored and personalized experiences at scale.
  • Craft customer success plans that include method for engagement, user engagement, sophistication of usage, adoption plans, timelines, communications and eliminate barriers to customer advocacy and expansion.
  • Maintain high levels of engagement across a broad group of customers, including facilitating regular business reviews with decision makers and key client stakeholders.
  • Maintain strong relationships with customers and ownership of customers? success measured through renewal rate, NPS and other metrics that measure customer sentiment.
  • Identify value adding activities and drive growth of target accounts.
  • Proactively identify account risks and drive mitigation strategy.
  • Develop and assign the creation of customer success assets including case studies, success stories, as well as white papers developed in conjunction with customers and the marketing team.
  • Work with sales team on pre-sales activities.
  • Onboard, train and mentor new team members.

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