Customer Success Manager

Job Details
What you will do
The Customer Success Manager is a key role reporting to Director of Customer
Success Management EMEA and functions as a Trusted Advisor for all Sensormatic
SaaS Solutions, for new and existing customers, responsible for managing the
ongoing relationships and identifying/ implementing insights-driven business
solutions to assist in developing customer revenue. This role works closely
with Account Managers and Business Development Managers, pre- and post-sale to
deliver mission critical insights for our customers and to drive continual ROI
on Sensormatic's solutions and services.
You will be based in Dubai and the focus of this role is to ensure high levels
of customer satisfaction leading to revenue retention and growth. Customer
Success Managers understand customers' opportunities, as presented in a data
analysis, identify opportunities based upon the customer's expressed business
challenges and jointly build a plan to drive results.
Successful candidates must be social, analytical, possess an aptitude for
learning and using new software, and be able to communicate clearly and
effectively. The ideal Customer Success Manager will engage with customers,
maximize value, and create strategies to grow our customer base.
How you will do it
* Retain and grow client revenue through delivery of key value-add activities such as routine analysis, reporting, training, data utilization, coaching, and resolution of customer escalations
* Develop engagement plans to enhance customer satisfaction and mitigate competitive risk
* Work closely with sales team to properly scope pilot guidelines to ensure successful execution
* Lead clients through the results driven pilot process, including field training, and implementing best practices based on identified opportunities to maximize rollout protentional
* Recognize up-sell possibilities to new solutions by understanding the customers' needs and following through with internal partners
* Conduct routine meetings (QBR for example) with clients to ensure Sensormatic SaaS solutions are meeting clients' current and future business needs
* Manage a portfolio of accounts, allocate appropriate resources and time depending on the customer serving as the primary contact
* Serve as internal Voice of Customer across Sensormatic departments including Solutions, Marketing, Finance, Operations, and Technology
* Acquire and maintain a working knowledge of end-to-end processes and the flow of data to the customer facing UIs
What we look for
Required
* Bachelor's degree (BS/BA) or Equivalent
* ‎2-‎5 years professional experience (account management, customer service, or equivalent business experience)
* Retail industry experience strongly preferred - at the store or corporate level
* Retail Property Management (Malls/Shopping Centers) experience preferred
* Exceptional oral and written communication skills, including presentation skills
* High degree of critical thinking skills and an analytical mindset
* Customer-centric
* Proactive, able to work independently and at the same time, with a strong team-player mentality
* Identify priorities and organize workload efficiently to achieve short-, mid-, and long-term objectives
* Results-driven with excellent follow-through
* Proven sense of urgency in competing daily tasks and meeting deliverables
* Ability to work across functional, cultural, and geographical lines
* Fluent in local language and English
* Proficiency in MS Office ‎365 applications (Word, Excel, PowerPoint, etc.) required
* BI/Analytics tools (PowerBI, Looker, Google Analytics)