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Senior Customer Success Manager
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Category
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Customer Services/ Call Centre
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Skill Set
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communication,convincing skills,customer retention,customer satisfaction,listening skills
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Company Name
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Bayzat
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Career Level
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Manager
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Employment Type
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Full Time
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Min Work Experience
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2 - 5 Years
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Min Educational Level
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Bachelors Degree
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Monthly Salary
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Unspecified
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Benefits
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As per UAE Labor Law
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Description
Bayzat is a technology company that provides insurance and HR solutions. We are one of the fastest growing startups in the MENA region. We’ve also been recognized by Forbes Middle East as one of the most promising startups of 2016 and 2017 in the UAE. Backed by various venture capitalists, we’ve been able to grow our team three folds last year and we plan on expanding further. We care about our team members’ growth and we are passionate about creating not only great customer experiences but also employee experiences.
The Customer Success Team is an integral part of our business and we are looking to grow it.
Job Description
The main goal of customer success is helping Bayzat’s customers meet, and surpass, their objectives at work. Customers expect Bayzat Benefits™ to help them become better at their job and perform at a higher level for their company, and the customer success team needs to help them achieve that.
The main responsibilities of a Customer Success Manager are to ensure training, onboarding, usage and client feedback for Bayzat’s technology platform(s).
We are looking for a smart, energetic, customer centric and tech savvy Customer Success Manager to ensure that companies are effectively using Bayzat Benefits™.
What you will be doing?
The below outlines the corresponding responsibilities of the employee, but does not represent an exhaustive or complete list of activities.
Go above and beyond to ensure Bayzat’s customers are actively working towards their goals and that they will be happy with the service provided. It includes customer onboarding, on-going support, consultative calls, strategic planning, customer outreach and customer marketing.
Identify, implement and optimize KPIs to understand customer usage, behaviors and red-flags indicating potential customer churn.
Review the customer accounts and customers’ ‘health score’ to increase user retention and decrease churn rates, along with increasing activation rates and customer satisfaction.
Have daily and ongoing communication with customers while tracking the entire customer life cycle and coming up with solutions for issues.
Anticipate, foresee and create policies and processes around the customer journey to success that optimize the customer experience.
Pinpoint the customers’ needs and create processes that reflect their goals.
Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices.
Provide actionable insights to the product development team based on customer feedback (i.e. new features and feature enhancements)
Provide technical support to customers and training on products.
Help customers plan and understand the best ways to utilize our software or products based on the customer’s business needs or business plans.
Create and improve customer training materials.
Create, analyze and optimize customer touchpoints surrounding all customer success aspects and goals.
Who are we looking for?
3-5 years of relevant Customer Success experience
Be customer service oriented
Be a team player who is able to build and maintain close relationships with a wide range of internal and external stakeholders
Be passionate about technology
Have the ability to analyse and extract research data
Have excellent interpersonal, verbal and written communication skills
Strong strategic, critical thinking skills and problem-solving ability
Obsessively organized and detail oriented
Experience working in a high-growth environment
About Bayzat
We have 80+ team members from 27 different nations. Our team works hard to create the best client experience possible with the cutting-edge technologies. Our benefits consultants, mobile developers, sales development analysts, backend developers, designers, marketers and many others all work together to make it happen.
At Bayzat, we have a very dynamic, fast-paced and challenging work environment. We are curious and passionate about finding better ways to do things, we always care about sharing flawless work and engage in continuous learning opportunities to further develop skills and most importantly encourage and value teamwork.
The Customer Success Team is an integral part of our business and we are looking to grow it.
Job Description
The main goal of customer success is helping Bayzat’s customers meet, and surpass, their objectives at work. Customers expect Bayzat Benefits™ to help them become better at their job and perform at a higher level for their company, and the customer success team needs to help them achieve that.
The main responsibilities of a Customer Success Manager are to ensure training, onboarding, usage and client feedback for Bayzat’s technology platform(s).
We are looking for a smart, energetic, customer centric and tech savvy Customer Success Manager to ensure that companies are effectively using Bayzat Benefits™.
What you will be doing?
The below outlines the corresponding responsibilities of the employee, but does not represent an exhaustive or complete list of activities.
Go above and beyond to ensure Bayzat’s customers are actively working towards their goals and that they will be happy with the service provided. It includes customer onboarding, on-going support, consultative calls, strategic planning, customer outreach and customer marketing.
Identify, implement and optimize KPIs to understand customer usage, behaviors and red-flags indicating potential customer churn.
Review the customer accounts and customers’ ‘health score’ to increase user retention and decrease churn rates, along with increasing activation rates and customer satisfaction.
Have daily and ongoing communication with customers while tracking the entire customer life cycle and coming up with solutions for issues.
Anticipate, foresee and create policies and processes around the customer journey to success that optimize the customer experience.
Pinpoint the customers’ needs and create processes that reflect their goals.
Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices.
Provide actionable insights to the product development team based on customer feedback (i.e. new features and feature enhancements)
Provide technical support to customers and training on products.
Help customers plan and understand the best ways to utilize our software or products based on the customer’s business needs or business plans.
Create and improve customer training materials.
Create, analyze and optimize customer touchpoints surrounding all customer success aspects and goals.
Who are we looking for?
3-5 years of relevant Customer Success experience
Be customer service oriented
Be a team player who is able to build and maintain close relationships with a wide range of internal and external stakeholders
Be passionate about technology
Have the ability to analyse and extract research data
Have excellent interpersonal, verbal and written communication skills
Strong strategic, critical thinking skills and problem-solving ability
Obsessively organized and detail oriented
Experience working in a high-growth environment
About Bayzat
We have 80+ team members from 27 different nations. Our team works hard to create the best client experience possible with the cutting-edge technologies. Our benefits consultants, mobile developers, sales development analysts, backend developers, designers, marketers and many others all work together to make it happen.
At Bayzat, we have a very dynamic, fast-paced and challenging work environment. We are curious and passionate about finding better ways to do things, we always care about sharing flawless work and engage in continuous learning opportunities to further develop skills and most importantly encourage and value teamwork.
