Customer Success Manager

Bayt.com; Dubai; Hybrid; AED 120,000 - 200,000; Full time

Job summary

A leading talent management platform is seeking a Customer Success Manager to enhance client relationships and support operations in the UAE. Responsibilities include incident management, client liaison, and conducting technical training. Candidates must be fluent in Arabic and English and hold a relevant bachelor's degree. This role offers an opportunity to engage in a dynamic and customer-centric environment.

Qualifications

• At least 3 years of experience in a Customer Success or similar role.
• Ability to travel to customer sites in the UAE.

Responsibilities

• Act as a technical liaison between the company and the client.
• Support in the day-to-day operations of the clients.
• Respond to reported service incidents and manage them.
• Build long-term relationships with existing clients.
• Gather requirements, implement, and deliver solutions.

Skills

Fluent in Arabic

Fluent in English

Multi-tasking ability

Customer relationship management

Education

Bachelor's degree in Business, IT, Computer Science, Engineering, or similar field

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.

Skills

• Must be fluent in both Arabic and English.
• Bachelor's degree in Business, IT, Computer Science, Engineering, or a similar field.
• At least 3 years of experience in a Customer Success or similar role.
• Ability to multi-task, considering the job involves working on several assignments in parallel.
• Ability to travel to customer sites in the UAE (predominantly in Dubai and Abu Dhabi) whenever needed.