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Head of Customer Success

1.00 to 10.00 Years   United Arab Emirates   02 Jun, 2022
Kaddra UK Ltd
1 Jobs Openings
Job LocationUnited Arab Emirates
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

ABOUT THIS ROLEAs Kaddra?s Head of Customer Success based in UAE you are Kaddra?s product specialist across the suite of offerings. You are responsible for managing the Customer Success team for Asia, UK and France including the KPIs and targets of the Customer Success team. In addition, you are responsible for supporting the sales team and customer for product related issues.YOUR ROLE WILL INCLUDE

  • Owning the onboarding process for new customers from day one until go-live.
  • Customer account management including being the voice of the customer, and advocating to the Sales and Product teams to ensure the needs of customers are met.
  • Representing the customers viewpoint in the product roadmap and feature definition
  • Strengthening and growing client relationships including upselling new solutions and increasing revenue from the existing services, and proactively managing churn.
  • Ensuring customer facing documentation is kept up to date and relevant and creating and implementing processes and programs.
  • Conducting surveys to gauge customer satisfaction.
  • Managing day-to-day communication with accounts, and act as a trusted point of contact for business discussions.
  • Identifying common customer challenges and actively suggesting better solutions.
  • Maintaining high levels of customer engagement and satisfaction with a focus on customer loyalty.
  • Developing metrics for defining the success of an on-boarding plan, and reviewing progress during quarterly meetings.
  • Meeting with customers virtually to discover and understand their needs.
  • Coaching customers to be product experts and provide training to their teams.
  • Partnering with marketing to create opportunities for customer references and case studies.
  • Developing metrics for defining the success of an on-boarding plan and reviewing progress during quarterly meetings.
  • Manage monthly billing invoice to customers through Changebee account
  • Supervise and manage junior team members

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