Market Research | Customer Success Manager

Customer Success Manager

Job Description

Who We Are

Established in 2002, Ventures Middle East (VME) is an international management consulting company providing strategic business advisory services across the GCC and the wider MENA region.

Since inception, our multinational executive leadership team empowers clients with access to an established business network, market insights and the competitive edge necessary for success. We cover all sectors and industries and provide unparalleled customized analysis and superior strategic insights.

Roles and Responsibilities

• Account Management: You will maintain the relationship with VME enterprise accounts. Ensure customers have the required information and knowledge to use the survey tool platform to its fullest capabilities. This entails conducting demos and custom trainings, gaining insight to their use case(s) and providing can-do support.
• Account Growth: You seek to find opportunities to grow seats, services and expanded offerings within the accounts you lead. Work with the administrators and key executives in the client organization, provide solutions that will increase penetration and expand existing account revenue.
• Onboarding: You act as the lead onboarding new customers onto the Survey Management Tool platform. This will require coordination with the sales team to ascertain use case and develop a custom program to ensure a smooth launch.
• Advocacy: As the main point of contact for the customer, you will be expected to advocate for them within VME. This would include ensuring their support issues are addressed in a timely manner, they provide input to product management on new features, and provide them a product roadmap as requested.

Be responsible for the entire post-sale customer relationship with a defined book of accounts and pre-sale support. This will include:

• Onboarding.
• Relationship Management.
• Product Education.
• Renewal.
• Drive the survey tool business license adoption and active usage via one-to-one or one-to-many consultative approaches.
• Conduct regular business reviews within assigned accounts.
• Expand the use of the tool within accounts. This may include both adding new seats and collaborating with Sales to reach into other parts of the clients organization.
• Train key customer partners to be an authority on the product and train their teams (Train the Trainer) on standard methodologies and deployment strategies to become increasingly self-sufficient.
• Advocate for customers and partner with cross-functional team members to translate business needs and requirements into new product solutions.
• Craft customer onboarding assets, adapt existing assets and carry out an extraordinary onboarding experience.
• Identify and drive customer references and case studies.

Critical Requirements for the Role (Must-Haves):

• Minimum two years of experience working in an account management, relationship management or customer success role.
• Past experience in a market research company.
• Passionate about creating high-quality, flexible code.
• Strong understanding of REST API principles and best practices.
• Expertise in Java and Spring Ecosystem.
• Good knowledge in MySQL, Elasticsearch & Redis.
• Proficient with Git.
• Proficient with front-end technologies JavaScript, CSS & HTML.
• Proficient in design patterns.
• Good understanding of MVC architecture.
• Experience with CRM tools such as Salesforce.
• Excellent written and verbal communication skills.

Preferred Requirements (Nice-to-haves):

International exposure through working with clients in various countries or a degree from a foreign University.

Candidate Attributes (Culture-fit):

• Excellent planning and organization skills with a high ability to meet deadlines and solve complex problems.
• Demonstrated ability to think out of the box.
• Self-motivated and proactive.