Overview
Customer Success Manager Jobs in Dubai, United Arab Emirates at Moro Hub
Title: Customer Success Manager
Company: Moro Hub
Location: Dubai, United Arab Emirates
This role will be responsible for managing a portfolio of key accounts, ensuring their success with Moro products and services. Act as a trusted advisor, proactively identifying their needs and challenges, and developing and implementing strategic account plans to drive high levels of customer satisfaction, retention, and growth.
Responsibilities:
Develop and implement a data-driven customer success strategy aligned with company goals.
Define, track, and analyze key customer success metrics (e.g., including product usage, engagement, sentiment Net Promoter Score (NPS), customer lifetime value (CLTV)) to measure progress and identify areas for improvement. Translate this data into actionable insights to optimize the customer journey.
Establish and maintain efficient customer onboarding and training processes.
Develop and execute strategic account plans to drive customer success, retention, and upsell/cross-sell opportunities.
Identify and implement tools and technologies to optimize customer success workflows.
Managing Customers & Key accounts portfolio from technology and customer care prospective.
Managing team of Customer Success Team Leads & Technical Account Managers .
Monitoring SLAs & KPIs as per agreed contractual commitments .
Generating internal dashboards and sharing periodic reports with customers.
Developing process and procedures to improvise services.
Ensuring timely delivery of services, tasks, CRs, and resolution of technical challenges and incidents.
Providing high level of confidence and service availability to customers.
Building Relationship with internal teams, vendors and customers for better alignment and collaboration.
The candidate should be technically sound and familiar with the overall technical architectures, data center technologies, network infrastructure and cloud offerings.
Job Specific Skills:
Bachelor’s degree in Computer Science, Engineering, Information Systems or equivalent experience.
5+ years of experience in customer success management or a related technical field, with a proven track record of success.
Language Proficiency : Fluency in Arabic and English is a must.
Strong understanding of customer success methodologies and best practices (e.g., Customer Lifecycle Management).
Excellent analytical and problem-solving skills.
Exceptional communication and presentation skills, both written and verbal.
Ability to build strong relationships and influence stakeholders at all levels.
Proven ability to manage multiple priorities and work effectively in a fast-paced environment.
