Senior Manager, Customer Success

6 days ago

Cairo, Cairo, Egypt Instabug Full time 40,000 - 100,000 per year

Job Purpose

Manage Customer Success team members to build long lasting relationships with customers and ensure that they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Job Responsibilities

  • Manage Customer Success team consisting of 7-10 members within the company.

  • Motivate the Customer Success team according to the defined strategies and ensure retention and defined team targets are met.

  • Lead, develop and coach a team of employees in the Customer Success management team to their optimum performance levels.
  • Build strong client relationships, develop account management strategies, coordinate with internal teams to deliver solutions that meet clients' needs, and identify opportunities to grow accounts.
  • Develop and implement strategic plans to manage and grow accounts.
  • Develop and maintain excellent knowledge and understanding of our business, offerings, competitors, and industry.
  • Create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services.
    Provide constructive feedback for team members on their performance and how to develop their communication strategy with customers.

Job Requirements

  • Bachelor's degree in Computer Science or any business-related field.
  • 11-15 years of relevant experience.
  • Excellent communication, leadership, and interpersonal skills.
  • An analytical mindset to decide actions based on productivity metrics.
  • Solid technology background with knowledge of the mobile apps' ecosystem.
  • A proven track record of Technical Account Management or other relevant experience.
  • Experience in managing multiple stakeholders and projects.
  • A listener who is customer-oriented and attentive to their needs.
  • Fluent in spoken and written English.
  • Great communication skills.
  • Communicate effectively in both business and technical contexts.
  • Juggle multiple priorities with competing deadlines.
  • Process-oriented with problem-solving skills.

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