Customer Success Manager

Customer Success Manager, MEED Projects

Dubai

Job Description

As a Customer Success Manager (CSM), you are a key team member playing a critical role in our customer’s journey, by supporting our clients in achieving significant value on their investment with MEED. The nature of the role requires listening to and understanding customer’s needs, proactively supporting in anticipation of those needs, and building strong customer relationships. In partnership with the account management team to manage your portfolio of accounts, your efforts will deliver an excellent customer experience, and directly impact business growth and revenue.

Responsibilities

• Deliver an outstanding onboarding session to clients, acting as a trusted strategic advisor and partner, understanding their business objectives, goals & managing expectations.
• Drive overall customer adoption to help customers see success and value in alignment to their business objectives, successfully convert growth opportunities and mitigate customer churn risk.
• Acting as a trusted advisor to end users to drive product adoption and ensure they leverage our suite of solutions to their full potential leading to realized maximum value
• Develop new and innovative ways to share relevant data and insights that are relevant and impactful to customers and link back to their success drivers through your customer journey milestones
• Analyze customer engagement, insights and success or risk metrics, to continuously educate & engage with clients at the right time as well as driving product and content enhancements
• Manage customer feedback and queries, leveraging support from internal stakeholders to act as the voice of the customer
• Work cross functionally to provide clients with maximum support & industry specific insights, leveraging support from analysts, editorial teams & researchers
  
  

Qualifications

• Fluency in Arabic preferred
• Interpersonal skills and ability to build authentic business relationships and effectively manage challenges
• Excellent organization and time management skills
• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value
• Strong verbal and written communication skills, including experience in presenting to both small and large audiences
• Understanding of Software as a Service
• Bachelor's degree or equivalent practical experience
• Preferred Competencies
• Presenting & Training
• Consultative Mindset
• Stakeholder Management
• Effective Communication
• Data Analysis & Storytelling