Technical Customer Success Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Unifonic, Inc. Full time

Proudly voted a Great Place to Work, we are a dynamic startup in the SaaS space that is revolutionizing how businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we're so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big

Meet the team

At Unifonic, our Customer Success team is dedicated to ensuring our clients have the best experience possible. Our dynamic and energetic team is the main point of contact for our customers and plays a critical role in fostering long-lasting relationships. We work closely with our clients to understand their needs and help them fully utilize our services to achieve their business goals. With a passion for customer service and a can-do attitude, you'll thrive in this fast-paced and ever-changing environment.

As a Technical Customer Success Manager, you willbe accountable for building and maintaining relationships with customers, influencing long-term strategic direction, and acting as a trusted advisor driving engagement at the CXO level with technology decision-makers.

Help us shape the future of communications by:

  • Serving as a technical liaison between sales and product development teams to nurture deals through the sales process and assist in solution design, quote, proposal, RFP response, and other documentation requirements.
  • Understanding the conversational automation platforms, their offerings/capabilities, and the problems that these offerings can solve for Enterprises in each Industry and each function.
  • Attending meetings with Sales team members during which you will be required to understand customer pain points, customer requirements, and business goals and suggest the most appropriate solution for the customer.
  • Participating in problem escalation and call prevention projects to help clients and other technical specialists increase their efficiency when using the company's products.
  • Implementing product demos and pilots to showcase the company's value to prospects and clients.
  • Providing timely, prioritized, and complete client-based feedback to Product Management, Sales, Support, and/or Development regarding client's business cases.
  • Building and implementing Success Plans for assigned customers.
  • Managing day-to-day Customer Success functions for assigned customers.
  • Increasing customer adoption of Unifonic services, while minimizing churn.
  • Assisting the Sales/Account Management teams in upselling and cross-selling.
  • Coordinating efforts for cross-functional needs.

What you will bring:

  • Hands-on 5+ years of experience in selling technology solutions, managing Customer Success, Customer Experience, Customer Excellence, and/or Delivery in a related industry (SaaS, Telecommunications, etc).
  • Bachelor's degree in Engineering, Software, or other IT-related fields.
  • 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 making decisions and building relationships.
  • Ability to understand and solve customers' needs and problems.
  • Excellent interpersonal and relationship-building skills: Leading multi-stakeholder relationships and closely collaborating with virtual teams.
  • Fluency in Arabic and English with excellent writing/editing and verbal communication skills.

As a Unifone you will receive a range of benefits:

  • Competitive salary and bonus.
  • Unifonic share scheme (we are all owners).
  • 30 holiday days after your first anniversary.
  • Your Birthday off
  • Flexible working arrangements.
  • Spend up to 10 weeks per year working from anywhere in the world
  • Paid leave for new parents.
  • LinkedIn learning license.

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