Customer Success Supervisor

**_Are you ready to lead organizations through transformative customer success journeys, driving client satisfaction, retention, and business growth with your expertise?_**

**Job Summary**:
The Customer Success Supervisor is responsible for building and nurturing strong relationships with clients, ensuring their needs are met, and helping them fully leverage the company's products to achieve their business goals. This role requires a combination of technical expertise, project management skills, and exceptional communication to enhance the customer experience and ensure client success from onboarding through to ongoing support.

**Key Responsibilities**:

- Lead new client onboarding, ensuring a smooth and efficient transition from sales to implementation.
- Provide personalized product training and onboarding assistance to new clients, ensuring they understand all features and functionalities relevant to their business needs.
- Serve as the main point of contact for key accounts, understanding their business goals and challenges.
- Build strong, long-lasting relationships by acting as a trusted advisor, identifying opportunities for improvement and upselling additional features and services when appropriate.
- Monitor customer health metrics, track engagement, and proactively address potential issues to minimize churn.
- Implement strategies for improving customer retention, including regular check-ins and follow-up communication.
- Identify opportunities for customer expansion, both in terms of additional product usage and new service offerings.
- Act as the voice of the customer internally, collaborating with sales, product, and marketing teams to ensure the customer’s needs are met.
- Collect customer feedback and provide actionable insights to the product development team to improve offerings.
- Guide customers in resolving technical issues, collaborating with technical support teams to ensure quick resolution of customer problems.
- Ensure customers are aware of new features and updates, helping them to adopt new functionalities successfully.
- Provide regular updates to the top management on customer health, key performance indicators (KPIs), and project statuses.
- Track and report on metrics such as customer satisfaction, product adoption, and retention rates.
- Work closely with sales and marketing teams to ensure alignment on customer needs, expectations, and campaign effectiveness.
- Collaborate with product teams to provide customer insights and feedback to shape future product developments.

**Job Requirements**:

- Bachelor’s degree in Business, Marketing, Computer Science, or a related field. Advanced degrees or certifications in Customer Success, SaaS, or related fields are a plus.
- Experience:

- 3 - 5 years of experience in customer success, account management, or a similar role in a software company, with at least 2 years of experience managing customer accounts in the SaaS industry.
- Proven track record of managing complex client relationships and driving customer satisfaction.
- Familiarity with customer success software, CRM platforms.
- Strong understanding of SaaS product offerings and how to help clients maximize value.
- Excellent verbal and written communication skills in English and Arabic.
- Ability to present complex technical information to non-technical stakeholders.
- Strong negotiation and conflict resolution skills.
- Ability to identify and resolve customer issues proactively, ensuring customer satisfaction and loyalty.
- Strong time management skills, with the ability to manage multiple priorities simultaneously.
- Ability to work effectively in a fast-paced, dynamic environment.

**Why Join Dafater?**
- Be part of a forward-thinking company that values creativity and innovation.
- Opportunities for professional development and career advancement.
- Work with a talented and passionate team dedicated to making a difference.

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