Details
Required Experience 3 - 5 years
Department Customer Success
Career LevelSenior
Position Location Cairo
Skills
Marketing
customer service
Excellent English
Account Manager
Requirements and responsibilities
Key Responsibilities:
* Develops Healthy Customer Relationship.
* Acts as a Customer Advocate and point of contact.
* Upsell services and products with the brand image
* Review customer complaints and concerns and seek to improve the customer experience.
* Achieve a financial target based on customer retention and products and services upselling.
* Drive Customer Success outcomes by driving adoption and increasing active usage.
* Conduct periodic touchpoints to measure customer satisfaction and product deployment levels.
* Proactively review customer consumption VS purchase to help customers optimize their investment.
* Share customer feedback with BUs management team.
* Manage a portfolio of strategic accounts, understanding business goals and challenges to help achieve renewal targets long term account growth
* Define and execute success plans for maturing and expanding customer accounts by establishing and managing relationships and understanding critical success factors
* Collaborate with customer to build and manage customer Success Plans to aid the customer in achieving their objectives
* Become a Trusted Advisor to key customer stakeholders to enhance overall customer experience
* Work with internal cross-functional counterparts in Sales, Product, Engineering and Professional Services to evolve, scale and mature our customers
* Maintain customer satisfaction by removing roadblocks, and influencing product roadmaps in support of our existing customers
* Work with customer to programmatically measure success & operationalize business cadence through regular communication along with thoughtful Quarterly Business Reviews
* Develop services plan, and overall services alignment, to drive appropriate levels of enablement and adoption for long term growth and consumption of products
* Partner with internal Account team on cross-sell, up-sell and renewal opportunities
* Collaborate with peers to share best practices on Adoption, Enablement & Change Management
* Share customer success stories & related ROI
Job Requirements:
* English Fluent writing and speaking.
* Account management/Customer Success experience, Minimum 1 year.
* Customer care oriented.
* Forward-thinking and knowledgeable in the IT/ Software universe.
* Experience with business process optimization, implementation, and organizational change management efforts.
* Proven track record of meeting a financial target.
* Demonstrated understanding of the operations business drivers, operational issues, expected and actual benefits, challenges, and solutions.
* Demonstrated ability to make data-driven decisions to drive performance through own initiatives and working with others.
* Self-motivated, organized, and entrepreneurial; able to prioritize competing initiatives.
* Able to work US hours.
* Excellent verbal and written communication skills
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