Customer Success Manager

We are looking for a Customer Success Manager to join our start-up.

About ZIWO

ZIWO is an Omnichannel Cloud Contact Center Software (CCAAS) that provides a straightforward solution for companies to talk to their clients over the Phone, WhatsApp, SMS...

ZIWO has readymade plugins with most CRM and is integrable with any app, thanks to an open API architecture.

ZIWO connects 145 countries globally, including the GCC, so users can instantly expand their reach in new geographies.

Technical/Interpersonal Competencies

• Communication Skills
• Technical Proficiency ”A solid understanding of the platform and its technical components to assist clients with technical issues”
• Client-Centric Approach
• Training and Presentation Skills
• Time Management

Responsibilities

• Facilitate the onboarding process for new clients, ensuring a smooth transition onto the platform.
• Collaborate with the client to gather necessary information and customize the onboarding process to their specific needs.
• Oversee the deployment process, ensuring all technical aspects are functioning correctly.
• Troubleshoot and resolve deployment issues promptly, coordinating with technical teams when necessary.
• Conduct kick-off meetings with client agents who will be using the platform.
• Provide comprehensive training and guidance on platform features, tools, and best practices.
• Offer continuous support, advice, and recommendations to optimize their use of the platform.
• Address client inquiries and concerns promptly, demonstrating a commitment to their success.
• Act as a trusted advisor, understanding their business objectives and aligning platform usage with those objectives.
• Gather client feedback and relay it to relevant teams within the company for product improvement.
• Advocate for clients' needs and requirements within the organization.
• Monitor client usage and engagement to identify opportunities for upselling additional services or features.
• Develop and execute strategies to retain and grow client accounts.

Qualifications

• 3+ years of experience in a customer success role. 
• Arabic is required, and fluent English skills.
• BS degree in Buisness Administration, Computer Science, or any related field.

We are proud to be an equal-opportunity workplace, we hire great people from a wide variety of backgrounds.