Senior Customer Success Manager
Global Payments Inc.
Date: 2 hours ago
City: Dubai
Contract type: Full time
Description
Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more.
We are looking for an organized, analytical and empathetic Senior CSM with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.
Key Responsibilities:
Customer Onboarding and Relationship Management:
In addition to a competitive salary, you’ll have access to an excellent benefits package, including:
Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto-generated AI campaigns, customized and branded mobile app and much more.
We are looking for an organized, analytical and empathetic Senior CSM with great relational and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. He/She will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.
Key Responsibilities:
Customer Onboarding and Relationship Management:
- Take in charge Mid to Large clients with higher technical complexity and act as a project manager to ensure smooth onboarding of the client
- Own the overall relationship with assigned clients after the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contact
- Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them defining and setting-up their loyalty in the product back-end
- Ensure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution
- Transfer customers’ demands to the Support team when it comes to tech/integration related issues
- Escalate relevant situations to Managers in a timely manner
- Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed
- Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectives
- Develop and execute success plans tailored to each customer’s goals and objectives throughout the client lifetime and based on KPIs analysis
- Identify opportunities for upselling additional features, services or high-tier plans to existing customers
- Act as a Mentor to Junior CSM and a go to person for technical or process related questions
- Handle efficiently escalations and retention calls
- Oversee internal initiatives and own the delivery
- Master’s degree or equivalent experience
- You have 3-5 years of experience in customer success (in SaaS companies or Tech startups preferably)
- Strong written and verbal communication skills
- Detail oriented, analytical and creative thinker
- Demonstrated ability to increase customer satisfaction
- Perfect English skills
- Another European language is a plus
- Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus
In addition to a competitive salary, you’ll have access to an excellent benefits package, including:
- Tier 1 medical insurance for team member and dependents upon joining (worldwide coverage)
- A positive, productive, and energetic work environment!
- 25 days annual holiday
- Global career progression opportunities
- Wellbeing initiatives, regular social events and charitable initiatives to give back to our community
- Office with an amazing views on JLT park and lake and Dubai Marina
- Exciting team-building activities
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Financial Accountant - Dubai
Adventus.io,
Dubai
3 hours ago
Your Family Adventus.io is a B2B2C SaaS-based marketplace supporting institutions, recruiters and students within the international student placement sector. Our innovative platform allows institutions, recruiters and students to directly connect with one another, resulting in matching the right international study experience with students across the world.Founded in 2018, we’re on a mission to change the way the world accesses international...
Specialist - Legal
Midis Group,
Dubai
3 hours ago
Date: Oct 23, 2024Location:Dubai, AECompany: Midis GroupVendor:Req ID: 899Job TitleSpecialist - LegalJob ScopeThe Specialist – Legal is accountable for providing legal support and advice to all stakeholders and participating in writing, reviewing and administering all legal documents, correspondences and contracts within set deadlines and guiding principles.Main Duties And ResponsibilitiesEnsure that company operates within the laws, ethics and integrity at all...
Hill House Brasserie - Service Waiter/ess - Jumeirah Restaurants
Jumeirah,
Dubai
4 hours ago
For more than two decades, Jumeirah Group, a member of Dubai Holding, has been making a distinct mark on the global hospitality market with its unwavering Stay Different brand promise.Its award-winning destinations, including the iconic Burj Al Arab Jumeirah, position service beyond expectations, signature dining experiences and artful surroundings at the heart of every guest experience.Today, Jumeirah operates a world-class...
