Customer Success Manager

Summary

Join Nozomi Networks' growing Customer Success department as a Customer Success Manager! You will build relationships with key accounts, ensuring high customer satisfaction and retention. This role involves managing customer portfolios, driving revenue growth, and resolving customer issues. You'll be a trusted advocate, improving customer experience through data analysis and proactive engagement. The ideal candidate possesses proven account management experience, exceptional communication skills, and fluency in English and Arabic. This is a career-defining opportunity to significantly impact Nozomi's success.

Requirements

• Proven experience in customer service or customer success position
• Fluent in English and Arabic
• Experience working with brand image and promoting value through customer experience
• Accountability, personal organization, and ability to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• Leadership and Competency engaging with CxO to technical staff
• Experience analyzing and optimizing processes in the Customer Success department
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• High computer literacy and ability to learn new software
• Knowledge of customer success processes
• Experience in knowledge and document creation
• Patient and active listener
• Passion for service

Responsibilities

• Develop and manage customer portfolio
• Own and drive the customer lifecycle – protect, nurture and deliver exceptional service to all customers
• Drive revenue growth by demonstrating successful achievement of customer guided value measures
• Minimize customer churn through customer success plans and customer lifecycle management
• Resolve customer requests and concerns ensuring improvements to customer experience
• Improve customer experience through data and trend analysis, ensuring relevant reporting to influence communication and engagement strategies with the customer and internally
• Maintain customer information accuracy to ensure that internal stakeholders always have clean data and customer information
• Be a reliable point of contact and brand ambassador for Nozomi and its products
• Work across departments ensuring proper customer visibility and outcomes are met
• Aid in product design and product development through customer feedback
• Assist in creating training courses and educational materials for other members of the department
• Evaluate and improve tutorials and other communication infrastructure

Benefits

• Health & Wellness
• Financial
• Work-Life Balance
• Unparalleled Flexible Time-Off