Senior Customer Solutions Manager

Entrust Info; United Arab Emirates; On-site; AED 120,000 - 180,000; Full time

Job summary

A leading company in secure digital transformation is seeking a Customer Solution Manager to enhance customer experiences through strategic planning, enablement, and risk mitigation. This role requires a proactive professional with over 7 years in IT or consulting, adept at engaging with customers and stakeholders to ensure successful product adoption and to drive customer outcomes. The ideal candidate will possess strong project management skills and a robust understanding of software lifecycles.

Qualifications

• 7+ years in enterprise IT or customer success.
• Willingness to travel to customers as needed.
• Technical certifications preferred.

Responsibilities

• Monitor customer health and drive product adoption.
• Support customer transformation through training and assessments.
• Develop strategic success plans and track KPIs.

Skills

Customer Success

Consulting

Program Management

Project Management

Problem Solving

Communication

Agile Methodologies

Education

Bachelor's degree in business, engineering, or computer science

Tools

Salesforce

PKI

SSL

IAM

Zero Trust frameworks

Job description

The Customer Solution Manager (CSM) plays a critical role in accelerating customers time to value by guiding them through their identity, secure payments, and digital security journey. As a trusted advisor, the CSM supports customers through digital transformation and improves their end-to-end experience. Engagements vary depending on where the customer is in their Entrust journey. CSMs are part of the core Account Team and ensure all Entrust teams are aligned to deliver outcomes efficiently and effectively.

Key Responsibilities

Customer Health & Adoption: Monitor customer health using data and tools; establish regular engagement cadence to ensure successful product adoption.

Drive Customer Outcomes: Meet with internal and external stakeholders to understand desired outcomes and align Entrust resources accordingly.

Customer Advocacy: Represent the customer internally by ensuring their needs and feedback influence product and service delivery.

Enablement & Value Escalation: Support customer transformation through governance, training plans, and Customer Journey Assessments. Identify and remove blockers; escalate value through reference programs, roundtables, and customer success stories.

Strategic Planning: Develop and execute success plans, track KPIs, and lead tools-driven progress (e.g., value maps, Asana, POCs). Facilitate QBRs, NPS tracking, and adoption reviews.

Risk Mitigation & Collaboration: Track customer initiatives to anticipate risk, lead escalations, and coordinate across sales, engineering, product, and services teams.

Basic Qualifications

7+ years in enterprise IT, customer success, consulting, or program management

Bachelor s degree in business, engineering, computer science, or a related field

Technical certifications preferred, with a commitment to continuous learning

Ability to travel to customers as needed

Proven ability to lead through ambiguity, resolve escalations, and drive customer success

Must be able to travel to Europe

Preferred Qualifications

Experience in cloud transformations, migrations, and digital security initiatives

Ability to advise C-level stakeholders and navigate complex enterprise environments

Strong understanding of software/IT lifecycles, matrix collaboration, and stakeholder alignment

Excellent communication, project management (PMP, Agile, SAFe), and problem-solving skills

Experience with Salesforce and technologies like PKI, SSL, encryption, IAM, and Zero Trust frameworks

Arabic language proficiency is highly desirable due to the nature of our client base. Spanish language skills would be a strong plus.

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