Customer Success Partner Manager

Founded by Michael Lahyani in 2005 as a magazine (Al Bab World), Property Finder today is a single technology platform and brand across multiple countries in the MENA region. We offer the most advanced tools and best-in-class user experience for homeseekers, real estate brokers, and developers. Property Finder's most recent valuation secures our status among the Middle East's emerging unicorns, affirming a growth-oriented identity.

Over the years, we've expanded our operations to Bahrain, Egypt, Qatar, Saudi Arabia, and secured a strategic shareholding in Hepsiemlak, the leading property portal in Turkey. With over 600+ dedicated people in 6 regional offices, we facilitate more than 14 million monthly visits across our platforms, solidifying our position as a regional powerhouse in the proptech space.

As the pioneering portal for homeseekers in the region, we are on a mission to motivate and inspire people to live the life they deserve.

Position Summary

The Customer Success Partner Manager should be able to define and drive a strategy that impacts revenue retention by owning the post-sales customer experience and engagement while partnering closely with Sales Directors. This role will lead a team of 8 Customer Success Partners across the UAE focusing on engagement with all customer categories.

The main focus will be hiring, managing, developing, and coaching a customer success team to deliver superb results measured directly by the improvement of customer metrics and indirectly by increasing customer retention rates and investment growth.

The Customer Success Partner Manager is an ambassador of our brand and as such they are responsible for all customers in their territory - they must fully understand their needs, challenges and identify opportunities for positioning new products and services that help our customers to be successful and help us to better serve them.

Key Responsibilities

• Learn and become an expert on the Property Finder solution portfolio.
• Create and execute a strategy to increase customer satisfaction and retention, in alignment with Sales Directors.
• Hire, develop and coach your team to adopt a consultative mindset and approach in managing customers.
• Coach team to record opportunities and activities within Property Finder's SalesForce CRM every week.
• Collaborate with various internal departments to ensure all clients' requests are fulfilled promptly.
• Serve as the escalation point of contact for all customer account management matters and help resolve promptly.
• Meet with customers to assess their feedback, utilization and concerns and use customer meetings as an opportunity to coach your team.

Desired Qualifications

• Bachelor's degree in business, marketing or science major.
• 7+ years of experience with Customer Success Functions.
• Min 4 years management experience managing a team of at least 5 people.
• Experienced leader who is focused on team development and team success.
• Strong analytical skills and a data-driven approach in managing the business.
• Strong service mindset that requires patience while dealing with different types of customers and employees.
• Problem-solving skills to help resolve customer and employee complaints.
• A good understanding of the real estate industry is desirable.
• Adept in talking to key internal and external decision makers.
• Assertive, influential and highly motivated with an ability to work in a target-driven company.
• Highly computer literate adept at Excel and PowerPoint with solid experience in using CRM tools (SalesForce experience is a plus).

Skills & Behaviours of Successful Candidates

• 100% align and represent Property Finder's core values and be an example of leadership.
• Serve as a brand ambassador for Property Finder, representing the best interests of the company and partners.
• Do you have a solid track record in creating and owning a customer success strategy, driving retention and growth of wallet?
• Are you data-driven and have rich experience in measuring the right KPIs, activities and analyzing data to get key insights to help you better manage your team?
• Have you managed a team of at least 5 people for at least 4 years and have been successful at developing your team and coaching them for success?
• Do you have strong hiring skills and have a solid track record of hiring good performers?

Our promise to talent

We encourage our people, called creators, to move fast, to be bold and offer them countless ways to make an impact in a fast-growing and talent-centric organisation.

Our goal is to ensure that our people find their time at Property Finder a rewarding experience where the company's growth also means personal growth.

Overall it is a place for you to be your best self.