Customer Success Specialist

Technogym; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading fitness solutions provider in Dubai is seeking a Customer Success Specialist to enhance customer engagement and satisfaction. The role involves onboarding new customers, building relationships, resolving issues, and driving product usage on the mywellness platform. Candidates should have a Master's degree in STEM, experience in business development or consultancy, and strong communication skills. The position offers a collaborative environment focused on enhancing customer success.

Qualifications

• 3-5 years of experience in business development or customer success.
• Experience in project management and sales processes.

Responsibilities

• Help customers onboard and understand the product.
• Develop relationships to understand customer needs.
• Engage proactively to check on customer progress.
• Educate customers on product features.
• Resolve customer issues effectively.
• Manage renewals, upsells, and cross-sells.
• Collect and analyze customer feedback.
• Create customer success plans.
• Collaborate closely with cross-functional teams.
• Track KPIs related to customer satisfaction.

Skills

Communication Skills

Customer Focused attitude

Problem Solving

Time management

Data Analysis

Adaptability

Conflict resolution

Consultancy Skills

Project Management Skills

Tech Savviness

Education

Master Degree in STEM and Economics

Job description

OUR COMPANY Technogym inspires 70 million daily users to train using our innovative & engaging solutions for fitness, sport and health. By promoting the Healthness lifestyle of exercise, a balanced diet, and a positive mental approach, AI Tracking & Longevity, Technogym has rapidly grown into a success story of over 2,800 employees at 16 branches, expanding to more than 150 countries. It has been selected as Official Supplier to 10 editions of the Olympic Games - from Sydney 2000 to Milano Cortina 2026.

Suppose you are a team player with strong relationship skills and an international approach, eager to invest your energy in building dreams. In that case, you have the right spirit to join Technogym because you have the IMBESTIO! You will naturally fit our culture if you work out and live a healthy lifestyle, are proactive, determined, and are digitally savvy. Move with us for a better world!

MISSION OF THE ROLE

To ensure a successful activation of Technogym Digital Ecosystem, proactively supporting the Client in achieving Success on the most suitable KPIs. To generate Best Practices on Customer Success that can support the sales team in maximizing product penetration and positioning. To maximise the number of people actively using the mywellness cloud platform, exploiting any upsell opportunity on software, devices and services (e.g. consulting).

Reporting line - Digital solutions Sales Manager

KEY RESPONSIBILITIES

• Onboarding: Help new customers get started with the product or service by guiding them through the setup process, providing training, and ensuring they understand how to use it effectively.
• Relationship Building: Develop and maintain strong relationships with customers to understand their needs, goals, and challenges.
• Customer Engagement: Proactively engage with customers through various channels (phone, email, chat, etc.) to check in on their progress, answer questions, and gather feedback.
• Product Education: Educate customers about the features and capabilities of the product / service to help them maximize its value.
• Problem Solving: Address customer issues, concerns, and complaints in a timely and effective manner, and work with cross-functional teams to resolve any issues.
• Account Management: Manage customer accounts, including renewals, upsells, and cross-sells, to ensure the company's revenue goals are met.
• Customer Feedback: Collect and analyze customer feedback to identify trends, areas for improvement, and opportunities to enhance the product or service.
• Customer Advocacy: Identify satisfied customers who can serve as advocates for the company, providing testimonials, case studies, and referrals.
• Data Analysis: Monitor customer usage and adoption data to identify at-risk customers and develop strategies to retain them.
• Customer Success Plans: Create and implement customer success plans that outline goals, milestones, and strategies for achieving customer success.
• Training and Documentation: Develop training materials, user guides, and documentation to help customers use the product effectively.
• Cross-Functional Collaboration: Work closely with sales, marketing, product development, and support teams to ensure a seamless customer experience.
• Reporting and Metrics: Track and report on key performance indicators (KPIs) related to customer satisfaction, retention, and revenue growth.
• Renewals and Expansion: Ensure that customers renew their subscriptions or contracts and explore opportunities for upselling or expanding the relationship.
• Continuous Improvement: Stay up to date with industry trends, customer success best practices, and product updates to continuously improve the customer experience.

PREVIOUS EXPERIENCE

• 3-5 years of experience in business development, pre-sales support, consultancy, customer success
• Experience in Project management/ sales processes / business development

EDUCATION

Master Degree in STEM (Science, Technology, Engineering, and Mathematics) and Economics

FOREIGN LANGUAGES

Fluent English (mandatory). Arabic language is a plus.

PROFESSIONAL BACKGROUND

Membership Software Companies, Consultancy, Services, Electronic, Fitness Manager

TECHNICAL SKILLS

• Communication Skills
• Customer Focused attitude
• Problem Solving
• Time management
• Data Analysis
• Adaptability
• Conflict resolution
• Consultancy Skills
• Project Management Skills
• Tech Savviness

PERSONAL SKILLS

• Passion and optimism
• Pioneer Approach
• Proactivity
• Customer and process oriented
• Problem solver
• Result driven
• Team player
• Execution

KPI OF THE ROLE

INDICATOR

KPI

Economics

• Churn , Engagement , sales

Quality

• END USER:

• Mywellness Cloud Active Users (# people using the platform on a regular base)
• Mywellness Cloud Accounts (# people that created a mywellness account)

• OPERATORS:

• Nr. of installations / Customer Base penetration
• Mywellness Cloud Customer Retention Rate
• Upselling

Timing

• Business plan on time

Technogym is an Equal Opportunities Employer

Technogym is an equal opportunities employer. We welcome applications from all members of society irrespective of age, sex, sexual orientation, race, religion or belief.

Discover your potential with a career at Technogym, where work means loving what you do, taking on challenges, learning from others, sharing a vision and making it come true!