Customer Success Manager Representative
at CAFU Lebanon
Job Purpose
In the role as Manager for Customer Success Management you will be responsible for our existing customers, and within the user database deliver against all required KPIs;
Revenue Growth, and increase accounts wallet size with Cafu Increase Profit Margins across offered services Accelerated Onboarding and Accelerated Consumption Upselling, grow the current fuel consumption and win customers’ 100% loyalty to CAFU Cross-selling; launch our BOLT offering to the B2B segment Increase overall customer satisfaction Customer Retention Launch Customer Reference Program.
This individual will work closely with the Head of Sales B2B and other key stakeholders to establish partnerships that align with the company's goals and objectives.
Responsibilities
+ Develop and maintain strong relationships with existing key customers, including negotiating and managing renewal of agreements, 1 to 2 months due renewal date.
+ Assist reps and customers as needed with ramping up and expanding the use of fuel and value-added services related to fleet management.
+ Ensure the department is maintaining accurate records of customer interactions and transactions.
+ Establish clear retention goals and process milestones for the client and employees to work towards, retain customers and grow clients on their current set of consumption but also grow the revenue and profit margin within onboarded B2B accounts.
+ Build and follow up on actionable account plans for all accounts in conjunction with relevant stakeholders.
+ Build and maintain a framework for regular contact points with all accounts and understand their future need of services, and cross selling new products and services.
+ Support and optimize existing processes within the company and actively improve all Customer Success initiatives within B2B and ensure the customers are receiving the right level of support through all available channels.
+ Promote a positive user experience and identify brand ambassadors to share the product's benefit and values online and offline.
+ Be a liaison with Customer Support and review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
+ Stay up to date with industry trends and the competitive landscape and enable the entire department and internal stakeholders with the same.
+ Creating training courses and materials for other members of the department and supporting departments.
Requirements
Bachelor's degree in business, marketing, engineering or related field. 5+ years of experience in customer success management or business development. Proven track record of successfully driving a value-based sales process within your department and Managing Customer Success. Excellent skills and track record in building positive business relationships, and coaching peers in the same. Accountability for your departments results (revenue and profit). Experience in manage milestones and keep all team members aligned to business objectives. Deep understanding for fleet management and business challenges related to vehicles Strong analytical skills, with the ability to analyze data, draw insights, and make data-driven recommendations.* Experience in the technology industry is a plus.
