Customer Success Manager

Job Description

Anticipated salary range for this position is 12,000 - 16,000 Arab Emirates Dirham (AED) per month. Final amount will be determined by experience and skill.Job SummaryIndustry: Computer & Network Security, Information Technology & ServicesEmployment Type: Full-timeJob Functions: Customer Service Consulting General BusinessSeniority Level: AssociateRequired Experience2+ years working at a SaaS and/or software company in customer success, relationship, account management or similar roleAccount management of large enterprise and/or strategic accounts5+ years working in customer-facing rolesHighly Preferred Experience Working with CSM platforms i.e. Salesforce & ticketing systems like ServiceNow, Information technology, cybersecurity, compliance, risk management, and/or educationPerson must be able to able work the following business hours:Monday - Friday, with exceptions for Sundays for arranged support of key Middle Eastern CustomersWorking Times: 6am-2pm GMT which is 10am to 6pm Gulf Standard TimeCustomer Relationship Manager that owns the customer journey for highest revenue and strategic accounts. The main focus of this role is on executing a high-touch client engagement that drives value-oriented touchpoints that leads to adoption, retention, and high customer satisfaction.Skills RequiredCustomer SatisfactionCherwell Service Management (CSM)Written CommunicationInformation TechnologySoftware as a Service (SaaS)Help Desk SupportCSMCustomer EngagementCustomer SuccessPresentation SkillsResponsibilitiesExecute on Major Account Customer LifecyclePartnership with Account Executives on secondary renewal support, pre-sales activities, and overall account updatesSupport all client engagement activities for value-driven touchpointsWork with clients to establish goals and execution plans to ensure program successProvide guidance, training, and recommendations to clients to help them achieve their security awareness programs goalsAnalyze client performance trends to provide opportunities for improvement and track any known or reoccurring issuesProvide high-touch customer service to achieve top satisfaction scoresHost interactive platform and/or product training session for clientsWork to identify and/or develop upsell opportunitiesAdvocate customer needs/issues across key areasCoordinator of Help Desk support and/or technical issue escalationsProvide guidance and feedback on best practices, tips, opportunities, and/or success stories for customer lifecycle managementParticipate in product-related activities to serve as the voice of the customerSupport case studies, customer quotes, and/or client reference needs Salary: AED 12,000 to 16,000 per month inclusive of fixed allowances. REQUIREMENTS: Required Knowledge, Skills, and/or AbilitiesExcellent oral/written communication and interpersonal skillsDemonstrated ability to work well in a fast-paced, team-oriented environment and thrive on challengesDemonstrated ability to be highly self-motivated, prioritize multiple tasks in a proactive manner, meet deadlines, and display attention to detailDemonstrated ability to understand customer needs, provide quality service, persuasively present ideas, and commit to customer satisfactionDemonstrated ability to communicate effectively across cultural boundaries and work harmoniously with a diverse group of peopleDetailed orientedArticulate and professional presentation skillsAptitude for continuous learning and new skill developmentProficient with web-based collaborative tools such as Dropbox, Smartsheet, Salesforce, and ticketing systems.Proficient with all Microsoft Office ProgramsSome travel will be required for training, team meetings, and/or eventsRequired EducationBachelors degree in business, communications, education, technology, or other related field or comparable work experienceBackground in cybersecurity and/or risk management is highly preferredAs part of onboarding, this role will be required to take the MGT433 course and get associated SSAP credentials through GIAC.

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About Company

Inspire Selection is headquartered in Dubai and recruits across the Middle East region. We employ highly knowledgeable, professional consultants who are experts in connecting the right people with the right opportunities. Our reputation has been built upon our honesty, integrity and our ability to source candidates of the highest calibre right across our specialist sectors. As a result, we are recruitment partners to a wide spectrum of organisations - from leading blue chip companies to smaller, local businesses. Sectors we cover include HR, Administration, Finance & Accounting, Insurance, Legal, Sales & Marketing, IT, Oil/Gas/Energy, Engineering, Procurement, Manufacturing, Logistics & Supply Chain.