Head of Customer Success

Caliberly

  • دبي
  • دائم
  • دوام كامل
  • قبل 1 شهر
  • التقديم على الوظيفة بسهولة
Role: Head of Customer SuccessLocation: DubaiReports to: CEOJob SummaryThe Head of Customer Success will oversee the entire customer success function, ensuring clients receive maximum value from our products and services. This leadership role is ideal for a strategic thinker with exceptional communication skills and the ability to foster long-term relationships with clients. The role will be directly responsible for acquiring new clients, negotiating terms, managing successful onboarding, and continuously driving customer satisfaction and growth.Responsibilities:1. Leadership and Team Management- Lead, mentor, and develop a high-performing customer success team.
- Establish, refine, and monitor processes to improve team efficiency and effectiveness.
- Set clear goals and performance metrics for the team, monitoring progress and driving continuous improvement.
- Foster a customer-centric culture within the department to align with business objectives.2. Client Acquisition, Relationship Management, and Contract Negotiation- Oversee the signing of new clients to the company, ensuring that the onboarding process begins smoothly.
- Lead negotiations with prospective clients, ensuring terms are mutually beneficial and aligned with company goals.
- Build and maintain strong, long-lasting relationships with key clients, serving as their primary point of contact.
- Understand clients' business goals and objectives, ensuring they receive maximum value from our solutions.
- Proactively identify opportunities for clients to expand their use of our products and services.3. Onboarding and Training- Oversee the seamless onboarding process for new clients, ensuring successful implementation and transition to our solutions.
- Design and deliver training programs to educate clients on product features, benefits, and best practices.
- Work closely with sales and product teams to ensure client expectations are accurately captured and met during onboarding.4. Customer Retention and Growth- Develop and implement strategies to increase customer retention and reduce churn.
- Monitor customer health metrics, proactively addressing any issues and enhancing customer satisfaction.
- Identify upsell and cross-sell opportunities in collaboration with the sales team to drive revenue growth.
- Ensure clients remain satisfied throughout the lifecycle, leading to long-term partnerships.5. Feedback and Product Development- Collect, analyze, and act upon customer feedback to identify areas for improvement in products and services.
- Work closely with the product management and development teams to ensure client needs are prioritized in product improvements.6. Reporting and Analytics- Develop and maintain dashboards and reports to track key customer success metrics such as satisfaction, retention, and growth.
- Present regular updates to senior management on customer success performance and key insights.
- Use data-driven insights to continuously refine customer success strategies.7. Industry Knowledge and Best Practices- Stay current with industry trends and best practices in customer success, particularly within the fintech, payments, and gaming sectors.
- Implement new strategies, tools, and technologies to enhance customer success outcomes.ExperienceProven experience in a customer success, account management, or similar role, preferably within the fintech, payments, or gaming industries. Demonstrated success in managing customer success teams and building customer relationships.

Caliberly