Customer Success Manager

Description:

Role Overview: This is a full-time role for a Customer Success Manager at Integra Works We are seeking a customer obsessed, experienced and highly knowledgeable Customer Success Manager to join our team. The ideal candidate will have over 7 years of experience in the IT and/or SAAS industry.

Must have: Hands-on technology projects delivery and customer success management experience, IT operations or professional services experience in ICT industry, proficiency in understanding Statement of Works, and using CRM, Technical Support and Engagement tools such as Hubspot, Jira and Intercom.

Key Responsibilities

As a Customer Success Manager, you will be responsible for onboarding and retaining customers as well as assisting service providers to register on our platform. The essential success criteria for this role is earning the customer advocate title in our team, ensuring customer satisfaction, analyzing customer data, building relationships, and providing exceptional customer service. As a CSM, you will also be responsible for monitoring and reporting on the customer experience using our technology and solutions. The role requires assisting the sales teams with customer acquisition and purchasing process, and owning the post-sales platform interactions, building a strong network with customer and provider community. Your day-to-day tasks will include reviewing customer activities, orders, requests, template views, analyzing patterns in ongoing projects, search modes and requisitions partnering with sales and operations teams as needed. You will continously collaborate with product and support teams to open, prioritize and track customer support tickets and feature requests in the required CRM, ticketing and product management systems.

As a CSM, you will play a key role in developing our brand image with internal and external stakeholders. This role is located in Dubai, with flexibility for some remote work.

Qualifications

• Minimum of 7 years of experience in Customer Success or Program Management
• Experience working in a fast-paced, technology-driven environment
• Tech-savviness and willingness to learn to put in effective use, both internal and external AI powered software and automation tools is a must
• Extensive knowledge of CSM and PM best practices and tools
• Customer Satisfaction, Customer Retention, and Relationship Management skills
• Strong anayltical and customer service skills
• Excellent interpersonal, written and verbal communication skills
• Ability to build and maintain relationships with customer, providers and partners at all levels
• Excellent problem-solving and team-working abilities
• Ability to handle customer interactions with professionalism and integrity
• Bachelor’s degree in a related field, preferably BSc. in Engineering.

Preferred Qualifications

• Past multinational experience in EMEA or Regional roles
• Knowledge of professional services project delivery
• Understanding of technology solutions delivery fulfillment lifecycle
• Tech SAAS / Marketplace Startup experience is a plus
• Certifications in PMP / Prince, CSM, ITIL.