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Customer Success Manager

United Arab Emirates, Dubai, DubaiCustomer Experience & Operations

Job description

Unifonic is a customer engagement platform that enables organizations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touchpoint throughout the customer journey.

Customer Success Manager

The Customer Experience & Operations team is looking for a Customer Success Manager to take ownership of Unifonic’s key customers with a proactive approach to customer satisfaction. In this role, you will be 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 ideal candidate possesses excellent relationship-building skills and the ability to foster a positive customer experience at every stage of the customer journey. 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.
  • Increase customer adoption of Unifonic services, while minimizing churn.
  • Assist the Sales/Account Management teams in upselling and cross-selling.
  • Coordinate efforts for cross-functional needs.
  • Grow customers with churn reduction, upselling, and cross-selling.
  • Be the voice of the customer.

Job 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, PAAS and/or SAAS preferably.
  • Ability to create a positive experience for the customers by maximizing service and/or product offerings and building relationships.
  • Ability to think long-term while taking decisions and building relationships.
  • Bachelor's degree in Engineering, Software, or other IT related fields.
  • Ability to understand and solve customers' needs and problems.
  • Ability to manage multi-stakeholder relationships and collaborate closely with teams.
  • Fluency in English and Arabic with excellent writing/editing and verbal communication skills.
United Arab Emirates, Dubai, Dubai
Customer Experience & Operations


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