Customer Success Manager

Job description / Role

A leading IT firm is looking for a Customer Success Manager. Right person for this role should possess experience in following:

• Be a competent contact person for customers, always in close coordination with sales and product management
• Drive client’s retention, reduce churn and improve customer satisfaction by being a knowledgeable advisor to the customer
• Work alongside sales on upsells, cross sell and renewals
• Work alongside internal stakeholders mainly product, operations, quality, analytics and finance
• Build lasting relationships and keep an eye on individual client experiences
• Be a pro-active member of the CX team. Bring your own ideas into client’s customer-centric strategy and evaluate their efficiency and success
• Respond to customer queries in a timely and effective manner
• Document processes and log technical issues, as well as customer compliments and complaints
• Drive customer engagement initiatives to improve and enhance their perceptions and experience
• Contribute to the planning process, helping to shape the strategies and tactics within the team
• Establish and report KPI’s and performance metrics for your function
• Manage projects in location-based marketing, from conception to implementation and success monitoring
• Support the day-to-day business

Requirements

• 5 to 7 years of experience in:
• Customer Success
• Business Consultant, Business Reviews or other customer facing work
• Pre-sales, conducting solution demos
• Highly organized, with an ability to prioritize time-sensitive assignments.
• A leader and proactive ‘Can Do’ person that is persuasive and has a proven track record driving successful projects.?
• Energetic, self-motivated, with a strong propensity to succeed.

About the Company

Right Calibre Executive Search is your partner in recruitment. We firmly believe that Human Resources is the most important and everlasting asset for any organization. We are a young, vibrant and fast growing company with a Head Quarter in UAE. With the number of years in recruitment we have developed a strong network of top professionals. We provide comprehensive search services for clients and candidates on a regional /local and International level for leading organizations across all industries. At Right Calibre Executive Search, we build partnerships with Clients and Candidates based on Trust, Passion, Innovation and Excellence. Our success is our people and our mission is delivering excellence to individuals, businesses and companies.

Right Calibre is an agency that understands that great employees are the key to business success. We pride ourselves on sourcing high calibre permanent staff in every industry and being the best recruitment agency in the area. Our dedicated consultants have a wealth of experience in recruitment for most industries and are able to source the right candidate for your business, from entry-level to upper management. Right Calibre Executive Search has fast become the agency of choice for employers and employees seeking only the best.