Customer Success Manager

Arabnews; Dubai; Hybrid; AED 120,000 - 200,000; Full time

Job summary

A leading media outlet is looking for a dynamic Customer Success Manager to support its UAE clients. You will act as a technical liaison, respond to service incidents, and help clients with day-to-day operations. Strong relationship-building skills and technical capability are essential for this role, which requires regular client interaction and proactive support strategies.

Responsibilities

• Act as a technical liaison between the company and the client.
• Support in the day-to-day operations of the clients.
• Respond to a reported service incident, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Build long-term relationships with existing clients and identify new opportunities.
• Analyze customers’ needs and suggest upgrades/additional features to meet their requirements.
• Be in charge of post-sales support activities.
• Gather requirements, implement and deliver solutions with the best practices.
• Take ownership of critical incidents, coordinate with internal/external stakeholders, and establish effective communication.
• Develop and conduct relevant and regular technical training for all clients.
• Maintain an active and regular dialogue with the team to ensure objectives are met.
• Attend customer meetings regularly with the sales force and core team.
• Assist in preparing materials for the career portal.
• Invest time in studying and thinking about continuous improvement strategies.
• Continually assess progress and adequacy on all processes.
• Set up, administrate, and configure solutions per client’s inputs.
• Lead workgroups, forums, and ensure project management.
• Provide on-site support and physical meetings upon request.

Job description

Bayt.com's Talentera team is looking to hire a dynamic, customer-centric, and technically capable Customer Success Manager in its team.

This position will serve Talentera's clients in the UAE, and is accepting candidates from both locally in the UAE and remotely in the MENA region.

Key Responsibilities

• Act as a technical liaison between the company and the client.
• Support in the day-to-day operations of the clients.
• Respond to a reported service incident, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Build long-term relationships with existing clients and identify new opportunities.
• Analyze customers’ needs and suggest upgrades/additional features to meet their requirements.
• Be in charge of post-sales support activities.
• Gather requirements, implement and deliver solutions with the best practices.
• Take ownership of critical incidents, coordinate with internal/external stakeholders, and establish effective communication between different parties for post-incident reviews.
• Develop and conduct relevant and regular technical training for all Talentera clients.
• Maintain an active and regular dialogue with the team to ensure the team’s objectives and processes are being met.
• Attend customer meetings regularly with the sales force and core team in order to outperform budget and improve processes.
• Assist in preparing materials that clearly outline the processes and systems for the career portal. The documentation will include what may be utilized for sales, sales training, and new projects.
• Invest time in studying and thinking about continuous improvement strategies.
• Continually assess progress and adequacy on all processes and procedures and suggest alternatives that may serve the products and company vision better.
• Set up, administrate, and configure Talentera solutions per client’s inputs.
• Lead workgroups, forums, and an environment for innovation and ensure the project management thereof.
• On-site support and physical meetings upon request whenever needed.