Overview
Customer Success Manager Jobs in Dubai, United Arab Emirates at FutureLog AG
Title: Customer Success Manager
Company: FutureLog AG
Location: Dubai, United Arab Emirates
Duties and Responsibilities
Responsible to follow the standard project plans and to maintain the records.
Ensure completion of allocated projects on time.
Responsible to prepare and maintain customer profitability analysis year by year and investigate major shortfalls.
Responsible for customer’s system configuration, data uploads, and trainings within the scope of work. Upon the choice of customer, based on the training needs, the Customer Success Manager will be required to travel and perform the training and/or support on site.
Responsible for handling customer support tickets and escalation of critical cases with the management through daily scrum meeting.
Responsible to maintain a high level of customer satisfaction through the ticket management system. Follow standard templates, clarify information and clear prioritization.
Analyze, interpret and report the “root causes” impacting customer satisfaction and retention identified through various customer feedback mechanisms.
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
Participating and contributing to continuous improvement of existing processes within the company.
Maintaining customer’s contact information up to date to ensure smooth communication.
Contributing to revenue by identifying the opportunities through customer interactions, such as additional trainings, finance system conversions, additional data uploads, payment collections, etc.
Represent the organization’s business operations needs internally and externally.
Follow the company’s standard guidelines and policies.
Monitor supplier deviation at hotel level.
Conducting customer webinars.
Responsible to complete all assigned training activities.
ADHOC tasks assigned by the management.
Own overall relationship with assigned clients
Ensure retention and satisfaction of all assigned clients
Aid clients in achieving their goals
Qualifications
3-5 years of experience in customer service or customer success position strongly preferred.
Exceptional ability to communicate and foster positive business relationships.
Previous work experience in hospitality industry. Preferred in job role of Purchasing Manager, Cost Controller or Finance department.
Technical knowledge of using multiple ordering, inventory management and finance systems.
Accountability and personal organization are essential.
Experience in managing a diverse group and training each according to company standards.
Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
Good problem-solving, time management and analytical skills
Language Preference : Spoken English, Arabic and French