Customer Growth and Success Specialist

Overview:

We are looking for a Customer Growth & Success Specialist to provide exceptional client support, ensuring businesses and individuals receive the best training solutions for their needs. This role is all about nurturing relationships, ensuring smooth training experiences, and helping organisations make the most of our services. While you will naturally engage with potential customers through inbound enquiries, you’ll also use your initiative to identify organisations that might benefit from our training and introduce them to relevant opportunities - not through hard sales, but by offering helpful insights and solutions. You will be instrumental in customer satisfaction, repeat business, and increasing awareness of our training solutions within key sectors.

Key Responsibilities: Client Support & Retention (Primary Focus)

• Act as a trusted point of contactfor clients, ensuring they feel supported and informed throughout their journey with us.
• Handle inbound enquiries via phone, email, and live chat, guiding clients to the best training options for their needs.
• Provide tailored recommendations to ensure businesses and individuals get the most from their training.
• Manage client accounts, checking in regularly to ensure satisfaction and continued engagement.
• Assist with contract renewals and training license usage, ensuring clients can plan effectively.
• Gather feedback from clients and work with internal teams to enhance our services.
• Maintain an accurate and up-to-date CRM system to track client interactions.

Customer Engagement & Growth (Supporting Business Awareness & Outreach)

• Use free time to reach out to organisations within sectors we already work with, offering helpful insights into training solutions that may benefit them.
• Identify natural opportunities for businesses to expand their training based on their needs, industry trends, or regulatory changes.
• Follow up on warm leads, ensuring potential customers have all the information they need to move forward at their own pace.
• Build and maintain relationships with businesses that may not be immediate customers but could benefit from training in the future.
• Keep an eye on industry trends and share insights that could help clients and potential clients make informed decisions.

Operational Support & Coordination

• Ensure all client records and interactions are logged accurately in the CRM system.
• Liaise with trainers and internal teams to ensure training runs smoothly.
• Process invoices, issue certificates, and handle finance-related customer queries as needed.
• Support the development of customer resources, such as FAQs and training guides.

Skills and Experience:

• A natural communicator who enjoys supporting customers and building relationships.
• Someone who takes pride in helping businesses find the right solutions rather than “selling.”
• A proactive, organised team player with strong attention to detail.
• Previous experience in customer service, account management, or consultative roles is beneficial.
• Comfortable using CRM systems and tracking customer interactions.

Additional information

This role is advertised as full-time (37.5 hours per week), but we are also open to a four-day workweek (30 hours per week) for the right candidate(s).

Next Steps

If you’re passionate about providing exceptional client support and helping organisations make the most of our services, we would love to see your CV and answers to the following application questions.

Job Types: Full-time, Part-time, Permanent

Pay: AED3,000.00 - AED5,000.00 per month

Application Question(s):

• What does excellent customer support mean to you, and how do you deliver it?
• Describe a time you helped a customer or client achieve a successful outcome. What steps did you take?
• How would you balance responding to inbound enquiries with proactively reaching out to potential clients without being “salesy”?
• What strategies would you use to build long-term relationships with clients and encourage repeat business?
• How do you stay organised when managing multiple client accounts and tasks?
• What interests you about this role and our approach to training solutions?

Experience:

• CRM software: 2 years (Preferred)
• training, education, or professional development industry: 2 years (Preferred)
• Customer service or account management: 2 years (Required)

Language:

• Fluent English (Required)

Location:

• Dubai (Required)