Job Description

Our Mission is to Simplify Life. We are looking to Simplify and automate complex decision-making for customer centric industries, like Utilities, Financial Services, Logistics, and commerce, that drive the world's economies and you have the chance to join the revolution. We are trying to solve huge challenges in today's enterprise that are directly impacting the employee and customer experience.

What can we promise you:

•   You’ll join a global family of awesome, passionate people that are working together to build a sustainable, scalable ecosystem committed to use logic to create a better experience.
•   We want you to help us become better. You will be empowered to drive change and innovate.
•   That we will invest in you. We will give you the opportunity to master

Job Summary

As a Customer Success Manager at Avertra, your primary focus will be on fostering and maintaining strong relationships with our Avertra MENA customer base. You will play a pivotal role in ensuring client satisfaction by collaborating with Low-Code, SAP, and MiCustomer leaders to align client needs with our offerings efficiently. Your responsibilities extend to developing and implementing account growth strategies, acting as the primary point of escalation for client issues, and coordinating with project leaders to overcome internal obstacles for project continuity.

You will engage with clients to craft multi-year strategies and roadmaps, ensuring alignment with their evolving needs. Additionally, you will act as a thought leader, motivating and guiding internal teams towards excellence and innovation.

Job Responsibilities

• Client Relationship Management: Nurture and maintain strong relationships with our Avertra MENA customer base, ensuring their happiness and satisfaction with our work.
• Technical Collaboration: Work in tandem with low-code, SAP, and MiCustomer leaders to gain a comprehensive understanding of our offerings. This will enable the mapping of client needs to our capabilities more efficiently.
• SAP ByDesign Utilization: Collaborate with the SAP ByDesign track lead to ensure a smooth and complete lifecycle for our client solutions.
• Account Growth Strategy: Develop and implement strategies to foster account growth and expansion.
• Client Escalation Point: Act as the primary point of escalation for any client issues, ensuring swift resolution and minimal disruption.
• Team Coordination: Work alongside project leaders to overcome internal obstacles, such as resource availability, ensuring project continuity.
• Delivery and Governance: Collaborate closely with delivery and governance teams to guarantee on-time fulfillment of our commitments at the portfolio level.
• Client Roadmapping: Work alongside clients to craft multi-year strategies and roadmaps.
• Financial Oversight: Ensure timely invoicing and collections, safeguarding Avertra's financial health.
• Team Leadership: Act as a thought leader, motivating and guiding our internal teams towards excellence and innovation.
• Contract Compliance: Maintain an in-depth understanding of each account's Statement of Work (SOW) to ascertain 100% compliance with client agreements.
• Risk Mitigation: Engage with other Avertra towers to ensure seamless alignment across projects and minimize potential risks.
• Sales Support: Assist the sales teams in pre-sales activities, ensuring client requirements are met efficiently.
• New Account Onboarding: Participate in the creation process of SOWs for new accounts, emphasizing compliance, governance, and a clear understanding of commitments.
• Quarterly Account Plans: Review and update account plans on a quarterly basis to ensure alignment with company goals and client needs.

Skills

Requirements

Needed Competencies

• Client Relationship Management: Proven ability to build and nurture strong client relationships, ensuring client satisfaction and loyalty.
• Technical Acumen: Solid understanding of low-code, SAP, and MiCustomer technologies to effectively collaborate with technical leaders and map client needs to capabilities.
• Strategic Thinking: Capability to develop and implement account growth strategies and multi-year client roadmaps, aligning them with company goals.
• Leadership: Strong leadership skills to motivate internal teams, act as a thought leader, and guide teams towards excellence and innovation.
• Communication: Excellent communication skills, both verbal and written, to serve as the primary point of escalation for client issues, engage with internal teams, and support pre-sales activities.

Education

A bachelor's degree in business, information technology, or a related field is preferred.

Experience

• 5-8 years as an account executive or delivery lead for large technology transformation initiatives.
• Proven experience in a customer success or account management role, with a track record of achieving client satisfaction and fostering account growth.
• Previous collaboration with technical leaders, demonstrating a comprehensive understanding of technical offerings.
• Experience working alongside project leaders to overcome internal obstacles, ensuring project continuity.

Knowledge, Skills and Abilities

• AbilPreferencesity to understand the specific products/services offered by Avertra.
• In-depth knowledge of Avertra’'s product features, benefits, and use cases.
• Strong verbal and written communication skills to interact effectively with customers and internal teams.
• Ability to explain technical concepts clearly and understandably.
• Customer-centric mindset with a focus on delivering value and ensuring customer success.
• Analytical and problem-solving abilities to address customer issues and provide effective solutions.
• Proactive identification of potential challenges and development of preemptive strategies.
• Organizational skills to manage multiple customer accounts simultaneously.
• Basic technical understanding to troubleshoot and address customer queries.
• Establish and nurture strong relationships with customers, acting as a trusted advisor.
• Ability to analyze customer data, usage patterns, and feedback to identify areas for improvement.
• Ability to thrive in a fast-paced and dynamic tech environment.
• Develop and deliver training programs to ensure customers maximize the value of the product.
• Foster a community of advocates who can positively influence potential customers.

Preferences

• PMP Certificate
• MBA

Travel

Be prepared and available to travel to client sites in the UAE, Jordan, UK, and any other locations our clients operate from.

Work Schedule

Flexible due to the nature of the role