Accelya Jobs 2022 Apply for Senior Specialist Jobs in Dubai

A Senior Specialist – Costumer Success is responsible for cultivating and maintaining strong relationships within assigned accounts, ensuring high levels of customer satisfaction, facilitating the delivery of customers desired business outcomes, leading to strong renewals, retention and growth opportunities. You will work closely with our customers alongside sales, service delivery, PMO, product management and Finance teams to ensure our services are delivered successfully.

What will you do?

• Develop customer success plans (mutually agreed with customer) and monitor/report performance
• Monitor and report customer health and develop plans for improvements where risks/issues are identified
• Build relationships with assigned customers, help them with issues and continually delight them with a positive, customer centric attitude.
• Work closely with customers to ensure that they are finding value in our products and services.
• Collaborate with internal teams to facilitate early increased adoption and maximum product usage
• Be a customer advocate, capturing customer feedback, reporting requests to respective teams and identifying opportunities for improvements
• Collaborate with internal stakeholders for the delivery of high-quality service and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans
• During onboarding, ensure that customers are properly trained and educated on product usage; so their adoption time is minimized
• Be the voice of the customers in the company, providing the suitable balance between the customer’s requests and the company’s vision.
• Identify need for improvement in process and work collaboratively across teams to effect this
• Develop and share best practices with team members to continually improve quality, effectiveness and efficiency of our processes
• Be commercially minded and work in close proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension

What do you need to know?

• More than 5 years of experience in project management, customer success or account management position
• Knowledge of software development lifecycle and the delivery process in an IT organization
• Excellent presentation and communication skills
• Ability to collaborate with team members at all levels of the organization
• Ability to work with external customers at various levels in their organization (C-Level, Directors and Operational Managers)
• Exceptional ability to communicate and foster positive business relationships
• Accountability and personal organization are essential
• Experience in working in diverse group and cultures
• Ability to establish milestones and keep all team members on task
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Bi-Lingual (Preferably Spanish and English)
• Ability to travel (less than 20% of time)
• Ability to work across various timezones