Customer Success Associate

Reporting To: Customer Success Manager

Job Description:

The Customer Success Associate will be responsible for Active & Passive Clients.

Responsibilities under Active Clients:

• Will be involved in the scope of work definition process for every new project.
  
• Liaising with the technical team to get updates on the progress of the product implementation.
  
• Maintaining a detailed and accurate record of all client details and communications.
  
• Communicating with the client on a daily basis regarding the progress of the implementation of the product.
  
• Be the client representative and liaise with the technical team to ensure the client gets the best value out of the product.
  
• Ensuring to respond to client queries in a professional and timely manner.
  
• Providing clients with relevant information on the products and services offered by the company.
  
• Train the client on the product during handover as well as support the client once the product has been handed over.
  
• Responsible for User Acceptance Testing (UAT), after product implementation has been completed.
  
• Performing on-site visits to the client.
  

Responsibilities under Passive Clients:

• Maintaining long-lasting business relationships with clients.
  
• Visit the clients once a month.
  
• Maintain constant communication with the client and resolve client queries & issues which will help in developing new business & scope of work.
  
  

Others:

• Location: Sheikh Zayed Road ( Opposite of Dubai Future Museum)
  
• Working Hours: Monday to Saturday (8 am to 5 pm)
  

Requirements

Required Skills:

• Business process mapping
  
• Project scoping & requirements gathering
  
• Project management
  
• Understanding of Business Applications and their functions (CRM, Books, Campaigns, Analytics, etc)
  
• Client engagement & communication
  
• Team management