Job Description
Our client is looking for a Customer Success Manager to be based in Dubai, UAE.
Customer Success Managers (CSM) are critical in protecting daily and monthly service fees levels and growing revenue for existing customer relationships with individual properties. CSMs achieve this by maintaining strong customer relationships, driving customer loyalty through onboarding, regular reviews and effective escalation management. Through their relationships at each property, they also identify opportunities to grow revenue from those properties.
Outcomes:
- % contract value up for renewal retained
- Cross-sell opportunity leads identified and passed to regional sales managers
- Support/issue escalations resolved
- Strength of relationship map for managed services properties
Responsibilities:
- 5 - 7 years of sales experience within the same industry.
- Develop and implement a relationship development and retention plan for a portfolio of customers with a company managed services contract.
- Onboard new customers once a network install or upgrade has been delivered ensuring a smooth transition to the management of the customers' network.
- Execute the renewals process for existing managed services contracts driving retention
- Identify and qualify cross-sell opportunities to hand over to regional sales managers
- Monitor managed services support performance and proactively manage any issues and escalations.
