Customer Success Manager

Summary

Join Momos, a rapidly growing AI-powered company, as a Customer Success Manager! You will be the primary point of contact for clients, providing exceptional support and driving product adoption. Responsibilities include conducting regular check-ins, resolving issues, and collaborating with internal teams. The ideal candidate has 3-5 years of B2B software customer success experience, fluency in English and Arabic, and strong problem-solving skills. Momos offers a competitive salary, bonus scheme, private medical insurance, paid time off, flexible work culture, and opportunities for career advancement.

Requirements

• 3-5 years of proven Customer Success experience, preferably in B2B Software companies
• Fluent communication in English and Arabic
• Strong aptitude for creative problem-solving and a track record of tackling challenging scenarios
• Proactive mindset, eager to learn, and committed to continuous professional development
• Excellent interpersonal skills, maintaining a positive demeanour and outstanding communication abilities
• Ability to work independently and remotely, managing multiple tasks and priorities with ease
• Familiarity with CRM software and other relevant tools
• Passionate about working with customers and dedicated to exceeding their goals

Responsibilities

• Act as the primary point of contact for clients, delivering timely and effective support through various channels (email, chat, and phone)
• Conduct regular check-in meetings, business reviews, and training sessions to ensure alignment, address concerns, and drive adoption and satisfaction
• Develop an extensive understanding of our software, including its features, functionalities, and setup processes
• Stay informed about new updates, changes, and releases, and effectively communicate technical information to clients
• Conduct thorough investigations and troubleshooting to resolve client issues promptly
• Escalate complex cases to the appropriate internal teams when necessary for efficient issue resolution
• Provide comprehensive support and guidance to users across our customer base, ensuring a positive and consultative customer experience
• Develop and execute comprehensive success plans tailored to each client, outlining objectives, milestones, and strategies for achieving desired outcomes
• Serve as an advocate for clients within the organization, championing their needs and feedback to drive product enhancements and improvements
• Identify opportunities for customers to proactively act as advocates (e.g., testimonials, case studies)
• Collaborate effectively with internal teams such as Sales, Product, Delivery, and Support to ensure seamless implementation, onboarding, and ongoing support for clients
• Share feedback and information on local trends, including competitor insights, customer needs, sales, product, and marketing information

Benefits

• Competitive salary and bonus scheme
• Private medical insurance
• Paid time off and a flexible working culture
• Opportunities for rapid career advancement
• A dynamic and inclusive company culture
• Access to the latest technology and tools for personal development
• Comprehensive onboarding program for new employees
• Employee recognition programs for outstanding performance