Customer Success Manager

Wefee1 Technology DMCC; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A leading company in payment technology is seeking a Customer Success Manager in Dubai. The role involves managing client relationships, ensuring customer satisfaction, and aiding clients in achieving their business goals. The ideal candidate should have a Master's degree and experience in customer success, particularly in SaaS or tech environments. This position offers a competitive salary along with an excellent benefits package, including medical insurance and annual leave.

Benefits

Tier 1 medical insurance for team member and dependents

25 days annual holiday

Global career progression opportunities

Wellbeing initiatives

Exciting team-building activities

Qualifications

• 1-3 years of experience in customer success, preferably in SaaS or Tech startups.
• Detail oriented, analytical, and creative thinker.

Responsibilities

• Own the overall relationship with assigned clients and guide them through onboarding.
• Serve as the voice of the customer, advocating for their needs.
• Identify opportunities for upselling additional features.

Skills

Communication

Analytical Thinking

Customer Satisfaction

Education

Master’s degree or equivalent experience

Job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

We are looking for an organized, analytical and empathetic CSM with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He / She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.

Key Responsibilities :

Customer Onboarding and Relationship Management :

Own the overall relationship with assigned clients after the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contact

Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them defining and setting-up their loyalty in the product back-end

Ensure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution

Transfer customers’ demands to the Support team when it comes to tech / integration related issues

Escalate relevant situations to Managers in a timely manner

Customer Success and Retention :

Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed

Aid clients in achieving their goals : help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectives

Develop and execute success plans tailored to each customer’s goals and objectives throughout the client lifetime and based on KPIs analysis

Identify opportunities for upselling additional features, services or high-tier plans to existing customers

Key Requirements :

Master’s degree or equivalent experience

You have 1-3 years of experience in customer success (in SaaS companies or Tech startups preferably)

Strong written and verbal communication skills

Detail oriented, analytical and creative thinker

Demonstrated ability to increase customer satisfaction

Another European language is a plus

Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus

The teams have assigned clients in different regions worldwide, therefore, the work timings will be as follows 12.30pm to 10.00pm and 3.30pm to 1.00am. The Customer Success Manager Team leader will be working on the 12.30pm to 10pm shift (Saturday and Sunday off).

In addition to a competitive salary, you’ll have access to an excellent benefits package, including :

Tier 1 medical insurance for team member and dependents upon joining(worldwide coverage)

A positive, productive, and energetic work environment!

25 days annual holiday

Global career progression opportunities

Wellbeing initiatives, regular social events and charitable initiatives to give back to our community

Office with an amazing views on JLT park and lake and Dubai Marina

Exciting team-building activities

Customer Manager • Dubai, United Arab Emirates