Customer Success Manager

• Business Analysis : Listen and understand our customers’ current and future technical requirements and work with our Product and Tech Teams to help prioritize these on product roadmap.
• Project Management : Plan implementations at a high level and liaise with the customers’ Project Management Office to ensure projects meet the business requirements and are delivered in a timely manner.
• Relationship Building : Engage with executive sponsors, stakeholders and with the whole customer ecosystem.
• Up/Cross-Sell : Identify relevant new projects and growth opportunities
• Define the program while refining the customer journey with existing customers
• Define the Customer Success program and scale up the team
• Working closely with the sales and marketing team, product team, and the technology team to define and implement effective customer success strategies
• Consult with customers to understand their current capabilities, use cases, and workflows
• Ensure that the right metrics are being tracked to have satisfied customers all the time
  

Your Qualifications:

• MUST be fluent in English; Arabic, French, Spanish are a plus
• MUST have 5 years’ experience in Customer Success role. Ideally with Project Management and/or Account Management with technical understanding of SaaS experience.
• MUST have worked with both clients and developers/ software engineers
• MUST have background in Health technology sector or Software-as-a-Service (SaaS)
• MUST be based in the UAE
• Dynamic self-starter, entrepreneur at heart: technology experience is preferred, start-up mentality a requirement
• Proven record of successfully overseeing long-term relationships with stakeholders
• Proven ability to work across geographic and cultural boundaries, to work with complex customers, involving multiple stakeholders and potential partners involved in the ecosystem
• Excellent communication and stakeholder management skills