Senior Customer Success Manager - Remote

Overview

The Senior Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

In Short

• Become a product expert including the technical knowledge and practical business applications delivering value to our clients.
• Manage new customers from the handover of Sales to Implementation process in order to ensure successful onboarding and adoption of our platform and delivering the intended value.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Be the Customer Experience Champion leading in customer engagements in partnership with the Sales team, Channel / Technology Partners, Solution Architects/Engineers, SME teams, Professional Services, and Product to maintain intended value to your clients.
• Keep customers informed of process and procedural changes.
• Manage resolution of escalated customer issues.
• Collaborate on PMF – Product Market Fit submitting client feedback and keeping clients in the loop with product enhancements and value driven opportunities to benefit their organizations.
• Keep account notes and account plans up to date leveraging internal solutions and best practices.
• Attend internal Operational meetings, Handovers, Deal Reviews, Client kickoffs, and Customer Experience meetings prepared with your inputs and required outputs.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
• Travel to customer and partner sites, Egnyte internal on-site meetings and trade shows/conferences.
• Ability to work remotely and 3 days minimum in office.

Requirements

• Bachelor’s degree or equivalent
• 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices.
• Success managing customer relationships at a software, services, or SaaS company.
• Proactive approach with a demonstrated capability to identify and mitigate risk.
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively.
• Previous experience with tech companies, specifically SaaS solutions.
• Excellent communication skills (writing, listening, phone).
• Able to communicate fluently in English (Arabic, French, Hindi, Urdu, Farsi, and/or Tagalog is a plus).
• A team player capable of high performance and flexibility working in a dynamic environment.
• Consistency - able to learn and maintain actioning best practices (coachable) and does not require learning lessons multiple times.

Benefits

• Generous Time Off: 24 days of paid annual leave, plus all applicable public holidays
• Fully Covered Health Insurance: Employer-paid private medical coverage for you and your dependents
• End-of-Service Gratuity: Provided in accordance with UAE labor law
• Internet and Mobile Reimbursement: Monthly reimbursement for internet and mobile phone expenses
• Tax-Free Earnings: Enjoy the full benefit of tax-free income in the UAE