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Senior Customer Success Manager

2 months ago

Nicosia, Cyprus GRS Recruitment Full time
GRS Recruitment are working in Partnership with Como a Global Payment Company to expand their growing team in Dubai Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto- generated AI campaigns, customized and branded mobile app and much more. We are looking for an organized, analytical and empathetic Senior Customer Success Manager with great personal and communicational skills to guide clients to success. This candidate will be passionate about Tech and F&B and always act ethically. You will be responsible for providing an excellent customer service experience and help customers achieve their desired business goals by managing and updating their loyalty program.   SENIOR CUSTOMER SUCCESS MANAGER RESPONSIBILITES   Customer Onboarding and Relationship Management: Take in charge Mid to Large clients with higher technical complexity and act as a project manager to ensure smooth onboarding of the client Own the overall relationship with assigned clients user the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contact Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them defining and selling-up their loyalty in the product back-end Ensure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution Transfer customers’ demands to the Support team when it comes to tech/integration related issues Escalate relevant situations to Managers in a timely manner Customer Success and Retention: Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectives Develop and execute success plans tailored to each customer’s goals and objectives throughout the client lifetime and based on KPIs analysis Identify opportunities for upselling additional features, services or higher plans to existing customers Management and Mentorship: Act as a Mentor to Junior CSM and a go to person for technical or process related questions Handle efficiently escalations and retention calls Oversee internal initiatives and own the delivery SENIOR CUSTOMER SUCCESS MANAGER REQUIREMENTS Master’s degree or equivalent experience You have 3-5 years of experience in customer success (in SaaS companies or Tech start ups preferably) Strong written and verbal communication skills Detail oriented, analytical and creative thinker Demonstrated ability to increase customer satisfaction Perfect English skills Another European language is a plus Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus To apply for this position, please email your CV to middleeast@grsrecruitment.com quoting the above job reference.