Customer Success Manager Arabic Speaker

Our client is a leading technology organization providing managed IT services and enterprise technology solutions to a diverse portfolio of clients.

They are seeking an experienced Customer Success Manager to establish and develop the Customer Success function with responsibility for strengthening customer relationships driving value realization improving adoption and experience and supporting long-term client retention.

The role will act as a key link between Sales Service Delivery Finance Operations and Project Delivery ensuring that clients receive the value and service commitments agreed to them while proactively identifying risks improvement opportunities and potential account growth.

Key Responsibilities

Define adoption retention and value-realization frameworks to build out the newly established Customer Success function and provide strategic input on account development plans.

Own the overall customer lifecycle proactively tracking client usage metrics identifying renewal/churn risks and surfacing commercial expansion and upsell opportunities.

Conduct regular service reviews with client leadership covering SLA performance open requests incidents and continuous improvement actions.

Serve as the primary focal point between Sales Technical Delivery Finance GRC and Operations to ensure delivery against client commitments.

Manage and resolve critical customer escalations in a timely effective manner to protect key account relationships and maintain long-term client trust.

Monitor customer health scores CSAT/NPS performance and ITSM KPIs to deliver clear insights and recommendations to both technical and executive stakeholders.

Lead the build-out of the Customer Success department as the unit expands establishing quality standards and supporting continuous knowledge sharing across team members

Requirements

Bachelors degree in Business Administration Customer Relationship Management or a related discipline.

Customer Success Account Management ITIL or similar professional certifications are advantageous.

Experience UAE National Candidates

5 years of relevant professional experience.

Proven experience in Customer Success Account Management Client Management or a similar client-facing role.

Experience managing complex enterprise accounts and multiple stakeholders.

Previous experience within managed IT services technology solutions enterprise software or a related technology environment.

Exposure to customer health scoring CSAT/NPS adoption and value-realization frameworks is preferred.

Strong commercial awareness and ability to identify revenue opportunities.

Experience with renewal retention and account expansion objectives.

Data-driven mindset with knowledge of ITSM frameworks and relevant KPIs.

Strong stakeholder management and cross-functional collaboration skills.

Experience Expatriate Candidates

7 years of relevant professional experience.

Proven experience in Customer Success Account Management Client Management or a similar client-facing role.

Experience managing complex enterprise accounts and multiple stakeholders.

Previous experience within managed IT services technology solutions enterprise software or a related technology environment.

Experience with customer health scoring CSAT/NPS customer adoption or value-realization frameworks is preferred.

Strong commercial awareness with the ability to identify and develop revenue opportunities.

Experience managing or contributing to renewal retention and account expansion targets.

Data-driven approach with experience working with ITSM frameworks service metrics and KPIs.

Strong stakeholder management and cross-functional collaboration capabilities.

Work Location:

Abu Dhabi

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