customer success manager

Heidi

<div>
 
 
 Please Note:
 
 This role will require you to work in the UAE, and will consist of 50% travel.
 
 
 
 
 Who Are Heidi
 
 
 
 Heidi is building an AI Care Partner that supports clinicians every step of the way, from documentation to delivery of care.
 
 
 We exist to double healthcare&rsquo;s capacity while keeping care deeply human. In 18 months, Heidi has returned more than 18 million hours to clinicians and supported over 73 million patient visits. Today, more than two million patient visits each week are powered by Heidi across 116 countries and over 110 languages.
 
 
 Founded by clinicians, Heidi brings together clinicians, engineers, designers, scientists, creatives, and mathematicians, working with a shared purpose: to strengthen the human connection at the heart of healthcare.
 
 
 Backed by nearly $100 million in total funding, Heidi is expanding across ANZ, the USA, UK, Canada, and Europe, partnering with major health systems
 
 
 We move quickly where it matters and stay grounded in what&rsquo;s proven, shaping healthcare&rsquo;s next era. Ready for the challenge?
 
 
 
 The Role
 
 
 
 As a Customer Success Manager at Heidi Health, you&rsquo;ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across the Middle East adopt and love Heidi.
 
 
 You&rsquo;ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care.
 
 
 This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who&rsquo;s excited to drive digital transformation in healthcare.
 
 
 
 What You&rsquo;ll Do
 
 
 
 <ul>
 <li>
 Own customer outcomes: Be the strategic partner for a portfolio of Heidi&rsquo;s customers, ensuring they achieve measurable success and realise value.
 </li>
 <li>
 Lead onboarding &amp; training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
 </li>
 <li>
 Track and improve metrics along customer journey like time-to-first-value and early activation.
 </li>
 <li>
 Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
 </li>
 <li>
 Enhance Retention &amp; Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
 </li>
 <li>
 Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
 </li>
 <li>
 Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
 </li>
 <li>
 Resolve operational blockers: Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
 </li>
 <li>
 Feedback insights: Gather and share insights to influence product development and feature prioritisation.
 
 
 </li>
 </ul>
 
 What We&rsquo;re Looking For
 
 
 
 <ul>
 <li>
 Native or professional Arabic and English language skills are a must,
 </li>
 <li>
 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
 </li>
 <li>
 Clinical background (e.g. medicine, nursing, or allied health) strongly preferred.
 </li>
 <li>
 Familiarity with the GCC&rsquo;s healthcare ecosystem (both public and private).
 </li>
 <li>
 Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
 </li>
 <li>
 Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
 </li>
 <li>
 Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
 
 
 </li>
 </ul>
 
 What do we believe in?
 
 
 
 Heidi builds for the future of healthcare, not just the next quarter, and our goals are ambitious because the world&rsquo;s health demands it. We believe in progress built through precision, pace, and ownership.
 
 
 <ul>
 <li>
 Live Forever - Every release moves care forward: measured, safe, and built to last. Data guides us, but patients define the truth that matters.
 </li>
 <li>
 Practice Ownership - Decisions follow logic and proof, not hierarchy. Exceptional care demands exceptional standards in our work, our thinking, and our character.
 </li>
 <li>
 Small Cuts Heal Faster - Stability earns trust, speed delivers impact. Progress is about learning fast without breaking what people depend on.
 </li>
 <li>
 Make others better - Feedback is direct, kindness is constant, and excellence lifts everyone. Our success is measured by collective growth, not individual output.
 
 
 </li>
 </ul>
 Our mission is clear: expand the world&rsquo;s capacity to care, and do it without losing the humanity that makes care worth delivering.
 
 
 
 Why you will flourish with us 🚀?
 
 
 
 <ul>
 <li>
 Additional paid day off for your birthday and wellness days
 </li>
 <li>
 A generous personal development budget of $500 per annum
 </li>
 <li>
 Learn from some of the best engineers and creatives, joining a diverse team
 </li>
 <li>
 The rare chance to create a global impact as you immerse yourself in one of the world&rsquo;s leading healthtech startups
 </li>
 <li>
 If you have an impact quickly, the opportunity to fast track your startup career!
 </li>
 </ul>
</div>

Customer Success Manager | GCC

UptimeAI

<div>Customer Success Manager &ndash; Oman (Muscat)
Job Description - Customer Success Manager
About Uptime AI
Uptime AI is a leading industrial AI company helping process industries improve reliability, reduce downtime, and optimize
operations through advanced analytics and domain expertise.
Role Overview
We are looking for a Customer Success Manager (CSM) to act as a trusted partner to our customers in Oman, driving
adoption and ensuring measurable business outcomes from UptimeAI&rsquo;s platform.
This role focuses on bridging operations, data, and decision-making&mdash;enabling customers to translate insights into actions
that improve reliability, efficiency, and cost outcomes.
Work Structure is Hybrid, however, the role involves regular on-site engagement with customers across key industrial
locations in Oman, including Muscat (Qurum) and Sohar, and may require travel between these locations as part of
ongoing customer support and collaboration.
Key Responsibilities
Customer Engagement &amp; Value Delivery<ul><li>Build strong relationships across operations, maintenance, and leadership teams</li><li>Drive adoption of the platform within day-to-day workflows</li><li>Identify and drive value realization opportunities (downtime reduction, efficiency improvement, cost savings)</li><li>Track and communicate business impact to stakeholders</li></ul>
Domain &amp; Solution Application<ul><li>Understand plant operations, maintenance, and reliability workflows</li><li>Interpret insights and connect them to practical actions and outcomes</li><li>Translate technical findings into clear, business-relevant recommendations</li></ul>
Stakeholder Management &amp; Communication<ul><li>Engage with cross-functional stakeholders and align them toward common outcomes</li><li>Communicate effectively across levels &mdash; from operators to senior leadership</li><li>Conduct training sessions and enable teams to effectively use the platform</li></ul>
Collaboration &amp; Execution<ul><li>Work closely with internal teams (product, data, engineering) to address customer needs</li><li>Support creation of case studies and success stories</li><li>Act as a local coordination point for customer communication and reporting</li></ul>
What Success Looks Like<ul><li>Measurable improvements in reliability, efficiency, and operational performance</li><li>Strong adoption across customer teams</li><li>Faster and more consistent decision-making using insights</li><li>Clear demonstration of business value and ROI</li></ul>
Candidate Profile
Must-Have<ul><li>Experience in Oil &amp; Gas, Power, Chemicals, or similar industries</li><li>Background in operations, maintenance, reliability, or customer-facing technical roles</li><li>Strong communication and stakeholder management skills</li><li>Structured problem-solving and ability to work independently</li><li>Ability to translate technical insights into business impact narratives</li></ul>
Good-to-Have<ul><li>Experience with predictive maintenance, analytics, or digital solutions</li><li>Exposure to customer success, consulting, or SaaS environments</li><li>Familiarity with enterprise systems (SAP, CMMS, historians, etc.)</li></ul>
Additional Information<ul><li>Role requires regular on-site engagement with customers in Oman</li><li>Travel may be required</li><li>Candidate should be based in Oman
</li></ul>Why Join Uptime AI<ul><li>Work on cutting-edge industrial AI solutions</li><li>Directly influence customer outcomes and business impact</li><li>Be part of a fast-growing, global team</li></ul>
This role is not just about managing customers it is about driving measurable operational and business outcomes and
becoming a trusted partner in the customer&rsquo;s journey toward intelligent, data-driven operations</div>

Customer Success Manager (APAC)

Smartly.io Solutions

<div><div>We are looking for a hybrid Creative Project Manager &amp; Customer Success Manager to join Smartly&rsquo;s Customer Success Team. This role blends end-to-end creative production leadership with strategic customer ownership, sitting at the intersection of execution, client partnership, and growth.

You will lead the full lifecycle of multi-channel digital advertising campaigns &mdash; from scoping and production through delivery, optimization, and ongoing account development. Acting as both an operational driver and a strategic advisor, you will ensure flawless creative execution while helping customers unlock the full value of Smartly&rsquo;s platform.

Beyond project delivery, you will partner closely with clients and internal teams to align on objectives, manage scope and budgets, resolve challenges proactively, and ensure consistently high-quality outcomes. You will collaborate cross-functionally to anticipate client needs, recommend scalable solutions, and maintain transparency across stakeholders to drive successful, efficient creative operations.
<h2 class="jobSectionHeader">
What You&rsquo;ll Do. . .</h2>
<h4 class="jobSectionHeader">Lead End-to-End Creative Project Delivery</h4>
<ul><li>Own the full lifecycle of multi-channel digital campaigns &mdash; from scoping and timelines to delivery and post-launch evaluation.</li>
<li>Manage budgets, resources, risks, and quality standards to ensure projects are delivered on time and within scope.</li>
</ul><h4 class="jobSectionHeader">Drive Operational &amp; Financial Excellence</h4>
<ul><li>Maintain clear project documentation, reporting, and stakeholder alignment using tools like monday.com and Smartly.</li>
<li>Oversee project profitability, manage scope changes, and proactively mitigate risks.</li>
</ul><h4 class="jobSectionHeader">Coordinate Cross-Functional Execution</h4>
<ul><li>Lead collaboration between creative, technical, and platform teams to translate strategy into executable campaigns.</li>
<li>Ensure alignment across global stakeholders and maintain transparent communication throughout project delivery.</li>
</ul><h4 class="jobSectionHeader">Support Customer Success &amp; Product Adoption</h4>
<ul><li>Partner with customers to align campaign execution with business goals and performance outcomes. 
Identify opportunities to improve workflows and increase adoption of Smartly&rsquo;s creative automation solutions.</li></ul> 

<h2 class="jobSectionHeader">
We're definitely looking for you, if you...</h2>
<ul><li>5+ years&rsquo; of experience in Account Management or Project Management within a studio team at an ad agency, digital agency, in-house team of an online advertiser, or an AdTech company.</li>
<li>Experience in aiding the development and execution of multiple complex projects and meeting tight deadlines.</li>
<li>Knowledge of digital media advertising, particularly social media, including all ad formats and placements.</li>
<li>Experience in communicating with customers about the status of the projects, sending reports and handling the feedback loop.</li>
<li>Cross-functional mindset and experience in working with multidisciplinary teams</li>
<li>Commercially minded with experience handling scope, financial oversight, and client negotiations.</li>
<li>Have flawless written and verbal communication skills</li>
<li>Proven ability to manage complex digital campaigns, budgets, and multiple stakeholders under tight deadlines.</li>
<li>Highly organized, detail-oriented, and comfortable working cross-functionally in a fast-paced environment.</li>
<li>Multitask and meet critical deadlines in a fast-paced environment.</li>
<li>Fluent in English; Arabic is a plus.</li></ul> 


#LI-Hybrid</div><div><h2 class="jobSectionHeader">
About Smartly</h2>

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.

Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity &amp; Inclusion approach is at the heart of it.</div></div>

Customer Success Manager, Creative Projects

<div><div>We help the world run better 
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging &ndash; but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.</div><div></div><div><div><div> 
This position can be based either in Dubai, UAE or in KSA.</div></div><div>
</div><div>
The Customer Success Manager engages with SAP&rsquo;s customers to drive &amp; accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions &amp; success service entitlements. The Customer Success Manager is responsible for the management, orchestration of resources and execution of activities for a designated set of customer accounts, including post sales account management strategy development, outcome success plan definition &amp; execution (adoption &amp; consumption), account relationship management, issue mitigation, point of escalation for assigned customers, opportunistic expansion of solutions or services through lead generation activities. The CSM drives mutual (customer &amp; SAP) success across the Land, Adopt, Consume &amp; Expand (LACE) cycle.</div><div>
</div><div>
Core Tasks:</div><div><ul><li>
Develop and implement account strategies and consumption plans that drive customer outcomes; and thus, lead to customer renewing their subscriptions / paying maintenance</li><li>
Build trusted relationships with customers in order to support value-based consumption focused activities</li><li>
Monitors SLA performance and maintain high level of customer satisfaction</li><li>
Engage with Global Customer Success Centers to leverage expertise as needed throughout the customer lifecycle</li><li>
Leverage data &amp; tools to track and manage targeted adoption and consumption activities, including Relationship Assessments and Outcome Success Plans</li><li>
Act as primary point of escalation for customers account issues</li><li>
Contribute to library of success plays and best practices to further grow SAPs ability to drive customer success</li>
Identify opportunities at customer to grow SAP footprint through expansion of licenses or services 
<li>
</li></ul><div><div>Accountability</div></div><div> 
</div><div><div><ul><li>
manages projects, defines deliverables and provides definitive advice and interpretation of situations</li><li>
ensures business critical &amp; innovative results</li><li>
ensures that goals and milestones are met and approved budgets are managed appropriately</li><li>
manages escalation appropriately</li><li>
tracks single project budget line</li><li>
builds strategic partnerships with key decision makers in customer &amp; partner organization</li><li>
may include team lead or supervisory responsibiities</li></ul></div></div><div>
Complexity</div><div><div><ul><li>
manages projects of high volume or high risk/complexity</li><li>
provides regular project status and updates</li></ul></div></div><div> 
Communication 
</div><div><ul><li>
represents SAP to customers' - is responsible for delivery of quality outcomes of projects of high volume or high risk</li><li>
finds common ground for cooperation within project team</li><li>
formulates clear project plans incl. mile stones, timeline and sub projects</li><li>
communicates messages relevant for project in a timely manner and with constructive feedback to project team</li><li>
captures opinions and expectations of stakeholder and communicates them to the project team</li></ul></div><div><div>
Experience Required</div><div> 
</div><div><ul><li>
Previous experience with Procurement and Fieldglass solution is mandatory</li><li>
Strong Procurement Line of Business specific experience</li><li>
10+ years of experience in at least one the following areas:<ul><li>
Managing complex customer engagements</li><li>
Commercial experience including experience developing account management plans and contract negotiation</li></ul></li><li>
Driving adoption and consumption across all customers to ensure maximum value realization.</li><li>
Customer relationship management expertise</li><li>
Leadership experience is desirable</li><li>
Proficiency in SAP Commercial and Account Management Systems</li><li>
Complex Account Management with a customer focus having developed the acumen to cultivate and develop lasting customer relations</li></ul></div></div></div></div><div> 
Bring out your best 
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.
 
 
We win with inclusion 
SAP&rsquo;s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone &ndash; regardless of background &ndash; feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world. 
 
SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com. 
 
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. 
 
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. 
 
Successful candidates might be required to undergo a background verification with an external vendor.</div><div></div><div> 
AI Usage in the Recruitment Process</div><div>
For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.
</div>Please note that any violation of these guidelines may result in disqualification from the hiring process. 
 
Requisition ID: 453778 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid</div>

Customer Success Manager - UAE or KSA based only

ATHGADLANG

Referal Hiring: Customer Success Manager &ndash; GCC Location: UAE Hiring a Customer Success Manager- Manpower Consultancy Experience Only to manage and grow client relationships across the GCC while delivering a compliant, high-quality employee lifecycle experience within an EOR and workforce solutions environment. Key Requirements 5+ years&rsquo; experience within a leading consultancy, recruitment, outsourcing, or workforce solutions firm in the GCC. Strong regional exposure across KSA, UAE, and Qatar is essential. Proven background managing enterprise or multi-country client accounts. Strong understanding of GCC labour laws, onboarding, contracts, visa processes, and employee lifecycle management. Experience working in fast-paced, client-facing environments with strong operational and compliance focus. Excellent stakeholder management, communication, and problem-solving skills. Key Responsibilities Act as the primary point of contact for GCC clients and employees. Manage onboarding, contracts, employee support, and offboarding processes. Coordinate labour law and immigration compliance across GCC markets. Resolve client and employee issues efficiently while maintaining service excellence. Partner with HR, payroll, legal, finance, and operations teams to ensure seamless service delivery. Support client retention, operational improvements, and account growth initiatives. Preferred Background Candidates from major recruitment, consulting, HR outsourcing, EOR, or professional services firms with strong GCC market knowledge will be highly regarded. Please share your resumes via Linkedin dm by mentioning &quot;referral hiring&quot; , current salary and salary expectations.Work Location: In person

Accounts Manager- Customer Relationship Management- Manpower Consultancy Services Experience Only

Shiplifier Information Technology 

Shiplifier is an e-commerce shipping software company, helping small and medium-sized online retailers streamline their shipping process. We are looking for an experienced Sales Account Manager to join our team and help us manage and grow our relationships with our valued customers.Job TitleSales Account ManagerMinimum Degree and MajorBachelor's degree in business, marketing, or any related field.Job LocationDubai, UAECompany DescriptionShipping AggregatorResponsibilities&middot; Communicating with clients to understand their needs and explain product value.&middot; Identify, secure, and cultivate new customer as well as existing customer accounts.&middot; Serve as the primary point of contact for a portfolio of accounts, building and maintaining strong relationships with key stakeholders.&middot; Provide guidance and support to customers on best practices for using the Shiplifier platform, including onboarding, training, and ongoing account management.&middot; Monitor and analyze customer usage and performance metrics, identifying opportunities for growth and engagement.&middot; Work closely with cross-functional teams, including sales, support, and product, to ensure customer needs are being met and to drive product enhancements and new features.Qualification&middot; 3+ years of experience in account management, customer success, or a related field, preferably in a software or e-commerce company.&middot; Excellent communication and interpersonal skills, with the ability to build strong relationships and communicate effectively with customers and cross-functional teams.&middot; Strong analytical skills and the ability to use data to identify trends, opportunities, and areas for improvement.&middot; Demonstrated ability to manage multiple projects and priorities in a fast-paced environment.&middot; Self-motivated and able to work independently, with a strong sense of ownership and accountability.Other skills:&middot; Great academic records.&middot; Excellent oral and written communication skills.&middot; Able to prioritize work and meet deadlines.&middot; Proactive, self-sufficient, fast-learner, persistent, with a high-quality mindset.&middot; Passionate about technology and e-commerce.&middot; Problem-solving skills.&middot; Excellent negotiation skills.LanguagesFluency in English &amp; Urdu and Arabic is a must.SalaryTo be negotiated based on experience.Working experience3+ yearsWorking days and hoursMonday - Friday, 9:00 am - 6:00 pm.Job Type: Full-timeExperience:<ul><li>SALES ACCOUNT MANAGER: 3 years (Preferred)</li></ul>Language:<ul><li>ARABIC or URDU (Preferred)</li></ul>Job Type: Full-timeExperience:<ul><li>Sales Account Manager: 3 years (Preferred)</li></ul>Job Type: Full-timePay: AED4,000.00 - AED5,000.00 per monthLanguage:<ul><li>Urdu or Arabic (Preferred)</li></ul>Work Location: In person

Sales Account Manager

Wood Mackenzie

<div>Wood Mackenzie is the global leader in analytics, insights and proprietary data across the entire energy and natural resources landscape. 
For over 50 years our work has guided the decisions of the world&rsquo;s most influential energy producers, utilities companies, financial institutions and governments. 
Now, with the world&rsquo;s energy system more complex and interconnected than ever before, sector-specific views are no longer enough. That&rsquo;s why we&rsquo;ve redefined what&rsquo;s possible with Intelligence Connected. 
 
By fusing our unparalleled proprietary data with the sharpest analytical minds, all supercharged by Synoptic AI, we deliver a clear, interconnected view of the entire value chain. Our trusted team of 2,700 experts across 30 countries breaks siloes and connects industries, markets and regions across the globe. 
This empowers our customers to identify risk sooner, spot opportunities faster and recalibrate strategy with confidence &ndash; whether planning days, weeks, months or decades ahead. 
Wood Mackenzie 
Intelligence Connected 
WoodMac.com 
Wood Mackenzie Brand Video
Wood Mackenzie Values<ul><li>
Inclusive &ndash; we succeed together</li><li>
Trusting &ndash; we choose to trust each other</li><li>
Customer committed &ndash; we put customers at the heart of our decisions</li><li>
Future Focused &ndash; we accelerate change</li><li>
Curious &ndash; we turn knowledge into action</li></ul>
Role Purpose:
The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue &amp; supporting the company&rsquo;s growth through quality Customer Experience (CX). Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the CX strategy or enable the division's success.
Customer Success team within the CO is responsible for the complete post-sale success and satisfaction of Wood Mackenzie customers. CS team plays a crucial role in the entire customer lifecycle and proactively helps customers drive value from their subscription. Leveraging account health scores and VoC, the CS team members create effective strategies for deriving actionable insights to measure and improve customer retention and satisfaction. If you are passionate about maximizing impact and creating exceptional experience for every customer, join us!
As a Lead Customer Success Specialist, you will work as an individual contributor within the High Touch Customer Success Team. You will engage with Wood Mackenzie high value customers across specific industry segments, specific regions and deliver tailored success programs to help your customers discover the full potential of Wood Mackenzie.
You will work in close collaboration with the wider business, with the goal of streamlining and structuring the customer journey more efficiently for maximum impact and value. As a trusted advisor, you will ensure our customers have the products and services that best fit their immediate needs and their future use cases. 
Main Responsibilities: 
In this customer facing role, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model. Key responsibilities include:<ul><li>
Build &amp; maintain strong relationships within assigned high value customer accounts across MENA region, and continually delight them with a positive, customer centric attitude.</li><li>
Work collaboratively with customers to ensure that they are finding value in our products and services. Develop &amp; demonstrate clear understanding of the customer&rsquo;s goals, needs, expectations and preferences continuously.</li><li>
During onboarding, ensure that customers are properly trained, equipped with the right tools &amp; resources, and educated on subscribed WM products; to optimize product usage and to minimize their adoption time. Ensure customer is ready for a successful launch and long-term success and growth.</li><li>
Collaborate with internal teams to facilitate early increased adoption and maximum product usage. Also, coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals.</li><li>
Collaborate with internal stakeholders for the delivery of high-quality customer experience and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans</li><li>
Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified, drive risk mitigation measures.</li><li>
Be a customer advocate, capturing &amp; delivering customer feedback, to respective teams and identifying opportunities for improvements.</li><li>
Be the voice of the customers in the company, providing the suitable balance between the customer&rsquo;s requests and the company&rsquo;s vision.</li><li>
Identify, measure, track and communicate important insights via quarterly business reviews (QBRs) that your customers and AMs can use to assess their outcomes and influence the other responsibilities.</li><li>
Be commercially minded and work in proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension.</li><li>
Identify need for improvement in process and work collaboratively across teams to effect this.</li><li>
Develop and share best practices with team members to continually improve quality, effectiveness, and efficiency of our processes. Coach team members on customer success best practices.</li></ul>
About You:
You will have:<ul><li>
Significant customer facing experience</li><li>
Working knowledge of the Energy industry is preferred</li><li>
Experience in using health metrics to drive customer success with proven measurable outcomes is required</li><li>
Passion for innovation, growth, and a relentless dedication to making customers successful</li><li>
Strong communication and interpersonal skills, with the ability to effectively listen, influence and relate compassionately to the customer needs/requirements</li><li>
Advance presentation experience is required, ability to create data-driven insights by analysing usage data sets for customers and presenting during Quarterly Business Reviews</li><li>
Exceptional organizational, coaching and time management skills</li><li>
Strong learner with curious mind</li><li>
Advance-level understanding of customer journeys to anticipate problems and solving them proactively</li><li>
Ability to prioritise work and tasks effectively to achieve best customer outcomes</li><li>
Excellent English, other language skills are a plus</li><li>
High levels of adaptability, initiative, and pro-activeness</li><li>
A kind, open, fun, team-oriented working attitude</li><li>
Cultural awareness and appreciation for diversity</li><li>
Experience working with Microsoft applications and Customer Success Platforms is highly preferred.</li><li>
Intermediate knowledge of salesforce.com
</li></ul>Expectations:<ul><li>
We are a hybrid working company and the successful applicant will be expected to be physically present in the office at least 2 days per week to foster and contribute to a collaborative environment, but this may be subject to change in the future.</li><li>
Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.</li><li>
undefined</li></ul>
#LI-DB1
Equal Opportunities
We are an equal opportunities employer. This means we are committed to recruiting the best people regardless of their race, colour, religion, age, sex, national origin, disability or protected veteran status. You can find out more about your rights under the law at www.eeoc.gov
If you are applying for a role and have a physical or mental disability, we will support you with your application or through the hiring process.</div>

Lead Specialist - Customer Success

Explore 1868+ Customer success manager in Dubai this June. Find roles across top companies and apply now to boost your career.