Strategic Account Manager

The Offer

• Leadership Role
• Fantastic work culture
• Handling the Customer Success / Onboarding / Support Platform

The Job

Essential Functions and Responsibilities :

1. Monitoring the CRM system & ensuring Customer Success is capturing the right data
2. Handling the Customer Success / Onboarding / Support Platform
3. Instill a data-driven rigour to decision-making to draw insights from CStools.
4. Collecting useful information from the CS tools.
5. Integrate all success / onboarding / support tools with each other to share information and key data points.
6. Train new success / onboarding / support & implementation members on tools, processes, and monitor their adherence.
7. Evaluate existing processes and identify areas for improvement to optimize overall output.
8. Analyze data and create/share reports with top management with key insights and suggestions.
9. Develop a Success Excellence system to track and maximize the quality, efficiency, and performance of Customer Success.
10. Own the CS tool stack and integrations with other relevant data sources.
11. Lead the development and maintenance of a customer health score to inform CSMs' decision making.
12. Serve as a liaison to other commercial teams on operational matters.
13. Uncover and act on challenges, barriers, and opportunities around the Customer Success team's efficiency and scalability.
14. Provide operational support and develop processes that drive product adoption and successful client outcomes.

KPI's

1. Creating playbooks
2. Setting Customer Success initiatives for the company
3. Assessing risk management
4. Forecasting
5. Examining existing processes to look for upsell opportunities
6. Conducting customer churn analysis
7. Setting up processes to measure and monitor team KPIs and performance
8. Developing incentive structures for different teams aligned with company and team goals

You will partner closely with the Sales Managers, Customer Success Managers, Support Executives, and Implementation Team to ensure maximum adherence to set processes.

The Profile

1. 2+ years of experience with at least 2 years relevant work experience in a customer-facing role (customer success or account management) in a SaaS setup
2. Must Have - The candidate should be proficient in reading, writing, and speaking Arabic
3. Preferably a Master's degree in Business Administration
4. Experience with analytics, data, databases, or business intelligence is preferred
5. Go-Getter - Willing to go the extra mile with a strong work ethic; self-directed and resourceful
6. Excellent Communication - You know what to say and how to say it
7. Experience in Digital Marketing products will be an added advantage

The Employer

Our client is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs.