Customer Success Manager
UAE, United Arab Emirates
Job Description
REMOTE
- Sales
- United Arab Emirates
WHO WE ARE Sapaad (http://www.sapaad.com) is a global SaaS (Software As A Service) product company with offices in San Francisco, Singapore, Dubai, and India. Sapaad crafts world-class Cloud software experiences; its flagship product, the Sapaad restaurant management system, has a rapidly growing customer base of thousands of customers worldwide. THE OPPORTUNITY We are currently seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success Team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. A Customer Success Manager (CSM) plays a valuable role in delivering a rewarding experience for customers. The position plays three main roles:
- Product Expert: Knows the Sapaad products inside and out and can share best practices and train customers to get the most out of it.
- Trusted Partner: Able to build authentic, lasting relationships with customers with a mutual concern for their success.
- Customer Advocate: A strong voice for customer experience and feedback to internal teams to help keep a customer-focused culture as we grow.
- Demonstrate thorough understanding of Sapaad’s products and solutions
- Provide customers with success blueprints, service plans and business roadmaps that outline their critical success factors, metrics for success, potential issues, as well as provide recommendations
- Drive adoption and usage of products and features across product add-ons and new functionalities.
- Be the trusted adviser for Sapaad’s customers with a key focus on driving relationship, retention, Testimonials, product adoption and expansion opportunities.
- Collaborate with the Account Managers to discover opportunities of optimization, and drive campaign performance through implementation of best practices
- Timely update of pipeline data in hubspot and other Sales tools.
- Proven experience in Technical Account Management, Customer Success Management, or Program Management experience with technical aptitude. Prior hands-on experience is a strong plus.
- Well-organized self-starter with an excellent work ethic, attention to detail, and a desire to learn
- Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses.
- Excellent communicator & Presenter.
- Strong listening customer’s business priorities and anticipate the customer’s needs
- Strong interpersonal skills and the ability to work with various teams with varying backgrounds and skill sets
- Ability to discuss high-level technical concepts with non-technical stakeholders
- Demonstrated ability to maintain composure in stressful situations, respond to customer needs quickly and effectively, adapts to change, and is comfortable with high levels of ambiguity
- Thrives by having regular interactions with customers and is proactive in their outreach.
- Experience working with F&B Industry a Big plus.
- Able to thrive and be successful in a remote-first culture
- Ability to travel internationally and to Sapaad events as needed
- Must have valid UAE driving license and own car
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Job Detail
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Job IdJD1453346
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned