Client Success Manager - SaaS Technology

• Develop and execute strategic account management to ensure that B2B clients derive tangible business value from the solutions and services and ultimately increase client retention and revenue growth.

• Manage the full life cycle of client post-sales journeys from onboarding to renewal, including regular cadence check-ins, business reviews, and leveraging all opportunities to upsell and cross sell solutions and increase AMC renewals.

• Key contributor to a fast paced cross functional team of product road mapping and engineering, sales and marketing to identify growth opportunities and mitigate account risks.

• Contribute to the overall strategy of revenue growth across all accounts - work cross functionally with the sales team to develop and execute joint plans to address at-risk customers and growth opportunities within existing clients.

• Conduct business reviews that deliver valuable business insights and roadmap alignment.; deliver value to clients whilst aligning to meet retention and growth goals for the business.

• Drive NPS (Net Promoter Score) and client satisfaction.

• 10 - 15 years B2B experience in client success / technical key account management - results driven with a strong demonstrable track record in increasing market share through client satisfaction, retention and revenue.

• Customer lifecycle of onboarding, implementation, launch, post-launch, adoption, expansion, and renewal in a retail SaaS technology environment.

• Technically and commercially astute to directly generate revenue growth by influencing buying decisions and synthesizing and providing meaningful client feedback.

• Key account management to ascertain customer business requirements to find opportunities for upselling and cross-selling and conduct review meetings with clients.

• Expertise in client on-boarding, project and change management within a metrics driven B2B SaaS and cloud environment; demonstrating value realization and opportunities for upselling solutions and services and client retention.

• Commercial and financial acumen - demonstrated ability to develop marketing strategies and business plans, as well as analyzing customer and market insights and market spend effectiveness.

• Ability to challenge decision makers on their organizational and digital transformation readiness and provide expertise on digital adoption and change management.

• Ability to communicate effectively with the product development team regarding new feature requests by customers and understanding the feasibility and execution plans.

• Consultative approach to digital business transformation – solutions driven with capabilities to navigate complex client organisations and translate product-based value drivers to business outcomes.

• UAE driving license is mandatory.

• Currently living in the United Arab Emirates – must be able to live and work in Dubai.

• Fluent in English - ability to translate data into valuable information that influences multi-level client stakeholders to drive digital transformation.

• High level of intelligence to understand and learn complex technical SaaS products.

• Customer first mindset with a passion for building long lasting client partnerships and being an advocate for customers by being the voice of the customer.

• Excellent interpersonal and communication skills with the ability to influence effectively at all levels, including executive and C-level.

• Bachelor’s degree

Plum Jobs