Lead - Customer Success - IT

Lead - Customer Success

Our client is an independent market leader in intelligent customer engagement technology. They have built its own portfolio of AI, marketing automation and real time customer engagement technology, and aims to be a leader in the use of AI and machine learning in customer engagement.

It is headquartered in Europe with offices in the ME and India.

Currently, they seek to hire a Customer Champion to be based in Dubai. The objective is to ensure that the Customer's Voice is understood and acted upon. In short, he/she must create an environment of trust where the customer transforms to promoters of their business like Cx, Fintech, Digital transformation, Cloud migration, Home segment, Enterprise, product & pricing, Data monetization, CPaaS solutions, Analytics and new age use cases etc of the client.

KRAs of the role are to :

- Develop relationship of trust with key stakeholders at customers end. Ensure that this healthy relationship is maintained between customer and client at all levels.

- Keep the customer appraised about client's roadmap and hunt for new opportunities within existing customers.

- Apply experience and lessons learnt to evolve as a trusted advisor to the customers, advising on their evolution and in the process maximizing revenue generation by helping the client sell to themselves. By championing the voice of the customer and being able to surface deep insights.

- Drive and support Proofs-of-Concept to help win incremental business in areas such as Cx, Fintech, Digital transformation, Cloud migration, Home segment, Enterprise, product & pricing, Data monetization, CPaaS solutions, Analytics and new age use cases etc

- Manage business transformation initiatives with tangible impact on the bottom line.

- Monitor key account metrics and forecast trends. Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

- Leverage own relationships, own networking and develop new relationships with C Level executives of customer.

Ideal candidate should have :

- Minimum 12 years of Predominant customer handling experience with an innovative mind set

- MBA from a recognized B-School preferably.

- Hardcore business knowledge in the areas such as Cx, Fintech, Digital transformation, Cloud migration, Home segment, Enterprise, product & pricing, Data monetization, CPaaS solutions, Analytics and new age use cases etc.

- Ability to identify, connect and network with key stakeholders at the customers end on a regular basis.

- Should have managed teams/customers with multicultural background

- Ability to quickly learn and assimilate new technologies and market trends.

- Fluency in French will be an added advantage