Customer Success Manager

Unifonic

Riyadh, SA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/02/2021
  • Website: www.unifonic.com
  • Company Address: 5th floor Hamad Tower, King Fahd Branch Rd, Riyadh 12212, Saudi Arabia

About Unifonic

unifonic specializes in enterprise-level cloud communications. In other words, we help companies become better connected with their customers over multiple channels: SMS, messaging apps, Push, email and voice. Our products are trusted by some of the best-known brands in the Middle East.

Our APIs, tools, and business model are designed specifically with emerging markets in mind. Solutions are flexible, scalable, and easy to deploy. We also support our customers with the in-market technical and business expertise they need to get the best from multi-channel cloud communications.

Job Description

Job description

Communication is our business!

unifonic provides solutions for better customer engagement through a cloud-based platform. We empower businesses to engage with their people through a variety of channels, making their communication conversational, more personalized, fun, meaningful, and with ease.

Delivery Principle: With our leading solutions, 99.9 % service availability, and excellent 24/7 support, we provide the best customer experience!

 

Customer Success Manager

The Customer Success Manager is taking ownership of unifonic’s key customers with a proactive approach to customer satisfaction. The Customer Success Manager is primarily responsible for onboarding, monitoring product utilization, nurturing accounts, performing issue management as well as managing renewals and expansion of accounts by monitoring the customer’s consumption and implementing Success Plans. The responsibilities of the Customer Success Manager include but are not limited to:

 

  • Be the link between all the internal teams and the customer, working very closely with the sales team.
  • Build and implement Success Plans for assigned customers.
  • Manage day-to-day customer success for assigned customers.
  • Coordinate efforts for cross-functional needs.
  • Grow customers with churn reduction, upselling, cross-selling.
  • Be the voice of the customer.

Requirements

  • Hands-on 5+ years of experience managing Customer Success, Customer Experience, Customer Excellence and/or Delivery in a related industry (SaaS, Telecommunications, etc).
  • Experience in a technology-driven industry.
  • Bachelor's degree in Engineering, Software, or other IT-related fields.
  • Customer-Centric. Focus on creating a positive experience for the customers by maximizing service and/or product offerings and building relationships.
  • Strategic mindset. Able to think long-term while taking decisions and building relationships.
  • Ability to understand and solve customers' needs and problems.
  • Ability to manage multi-stakeholder relationships and collaborate closely with teams.
  • Fluent in English and Arabic with excellent writing/editing and verbal communication skills.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.