Strategic Account Manager

Job Description

-Leadership Role-Fantastic work culture-Handling the Customer Success/Onboarding/Support PlatformOur client is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs.The JobEssential Functions and Responsibilities:Monitoring the CRM system & ensuring Customer Success is capturing the right dataHandling the Customer Success/Onboarding/Support PlatformInstil a data-driven rigour to decision-making to draw insights from CS tools.Collecting useful information from the CS tools.Integrate all success/onboarding/support tools with each other to share information and key data points.Training new success/onboarding/support & implementation members on tool, process and monitoring their adherence.Evaluating existing processes and identifying areas for improvement to optimize overall output.Analyzing data and creating/sharing reports with top management with key insights and suggestions.Develop a Success Excellence system that will track and maximize the quality, efficiency and performance of Customer Success.Own the CS tool stack and integrations with other relevant data sources.Lead the development and maintenance of a customer health score to inform CSMs’ decision makingServe as a liaison to other commercial teams on operational mattersUncover and act on challenges, barriers and opportunities around the Customer Success team’s efficiency and scalabilityProvide operational support and develop processes that drive product adoption and successful client outcomesKPI’sCreating playbooksSetting Customer Success initiatives for the companyAssessing risk managementForecastingExamining existing processes to look for or upsell opportunitiesConducting customer churn analysisSetup process to measure and monitor team KPIs and performanceWork on incentive structures for different teams which are in line with company and team goalsYou will partner closely with the Sales Managers, Customer Success Manager, Support Executives, and Implementation Team to ensure maximum adherence to set processes.Ideal Candidate2+ years of experience with at least 2 years relevant work experience in a customer-facing role (customer success or account management) in a SaaS setupMust Have - The candidate should be proficient in reading, writing and speaking ArabicPreferably a Masters degree in Business AdministrationDomain - Experience with analytics, data, databases or business intelligence preferredGo-Getter - Willing to go the extra mile with a strong work ethic; self-directed and resourcefulExcellent Communication - You know what to say and more importantly, how to say itExperience in Digital Marketing products will be an added advantageRef: 68WMVZNI3I Company Profile Snaphunt is a specialist recruiting platform that takes the pain out of hiring and job searching.

Keyskills :