Location(s):
Al Fattan Currency House, Tower 1, Tower 1, Dubai, AE
Line Of Business: Banking OU(BANKING OU)
Job Category:
Sales & Marketing
Experience Level: Experienced Hire
Gather information on customer use of Risk, Finance and Lending solutions and communicate to internal partners. Proactively conduct discovery of the client's objectives and priorities around the use of our solutions. Maintain detailed understanding and documentation of customer use cases, usage metrics, and health scores. Deepen customer relationships across seniority and functional areas, positioning the company in an advisory role. Anticipate customer needs and facilitate delivery of content and insight to deepen their product relationship. Impart best practices around solution application to solve customer problems based on jobs to be done. Conduct meetings independently with necessary expertise and confidence. Work closely with the Sales account team to align sales plans with Customer Success Management success plans. Coordinate delivery of Quarterly Business Reviews (QBRs). Proactively manage relationships with customer sponsors and end users, reflected in renewals and high NPS scores. Accurately forecast full year churn rate. Partner closely with internal stakeholder teams to support the customer journey across user adoption, retention, and executive engagement. Translate business needs effectively as a strong communicator. Channel customer feedback to development teams. Communicate new product developments to customers. Build relationships that empathize with every aspect of the customer experience and ensure continuity in the customer journey. Coordinate development of case studies based on customer testimonials and achievements. Contribute to preparation and delivery of product/industry webinars and customer events. Foster a customer network to facilitate peer discussions among clients.
Native Arabic speaker, with significant experience with GCC banks A strong understanding of commercial banking, particularly in corporate lending, finance, and risk practices, is essential. A background in program management is highly regarded as we expect active involvement during client onboarding phase. Prior experience in a client-facing role including Customer Success, Project Manager, Consultant, Banking Relationship Manager, Bank Lender, or Sales Specialist position. Understanding of the banking industry, including regulation, loan origination, and credit risk practices. Experience with credit models such as Probability of Default (PD), Loss Given Default (LGD), risk rating, economic capital, and CECL. Ability to build relationships at all levels within customer organizations. Demonstrated ability to work in a collaborative team environment. Excellent written and verbal communication skills, along with strong presentation skills. Self-starter willing to 'roll up sleeves' as necessary.
Associate Director - Customer Success Manager
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Location(s):
Al Fattan Currency House, Tower 1, Tower 1, Dubai, AE
Line Of Business: Banking OU(BANKING OU)
Job Category:
Sales & Marketing
Experience Level: Experienced Hire
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