GRS Recruitment are working in Partnership with Como a Global Payment Company to expand their growing team in Dubai!

Como is the pioneer of Data Driven Customer Engagement & Loyalty Solutions. Como helps F&B and Retail businesses increase their revenue and build strong relationships with their clients, know them better and keep them coming back. Como’s turnkey all-in-one SaaS platform is flexible, easy to manage, and affordable for any size businesses. It features a full CRM, enterprise-level actionable data, advanced loyalty and promotion engine, sophisticated marketing automation, omni-channel communication, auto- generated AI campaigns, customized and branded mobile app and much more. We are looking for an organized, analytical and empathetic CSM Team Lead with great personal and communicational skills to guide clients to success. You will be passionate about Tech and F&B and always act ethically. You will be responsible for providing an excellent customer service experience and helping customers achieve their desired business goals by managing and updating their loyalty program.

CUSTOMER SUCCESS MANAGER TEAM LEADER RESPONSIBILITIES

Customer Onboarding and Relationship Management:

• Take in charge Large and Enterprise clients with high technical complexity and act as a project manager to ensure smooth onboarding of the client
• Own the overall relationship with assigned clients user the Sales representative has signed the client and maintain a strong, long-term relationships with customers, acting as their main point of contact
• Guide new customers through the onboarding process, ensuring they understand how to use the product effectively and helping them defining and selling-up their loyalty in the product back-end
• Ensure Customer satisfaction by proactively addressing customer issues and concerns by coordinating between the relevant internal teams and ensuring a swift and effective resolution
• Transfer customers’ demands to the Support team when it comes to tech/integration related issues
• Escalate relevant situations to Managers in a timely manner

Customer Success and Retention:

• Serve as the voice of the customer within the company, advocating for their needs and feedback to influence product development and improvements when needed
• Aid clients in achieving their goals: help them improve their loyalty campaigns based on performance and KPIs, brainstorm about new features and enhancements to the loyalty program, challenge clients and suggest new strategies tailored to their needs and objectives
• Develop and execute success plans tailored to each customer’s goals and objectives throughout the client lifetime and based on KPIs analysis
• Identify opportunities for upselling additional features, services or higher plans to existing customers

Management:

• Lead and manage a team of Junior CSM ensuring their onboardings are successful and training new joiners to ensure process and product knowledge
• Act as a senior member of the Operations Team and a go to person for any issues
• Work closely with Senior Management to escalate issues and proactively suggest mitigation plans
• Lead new initiatives or projects internally in hand with Senior Ops Management

CUSTOMER SUCCESS MANAGER TEAM LEADER REQUIREMENTS

• Master’s degree or equivalent experience
• You have a minimum of 5 years of experience in customer success (in SaaS companies or Tech start ups preferably)
• Strong written and verbal communication skills
• Detail oriented, analytical and creative thinker
• Demonstrated ability to increase customer satisfaction
• Perfect English skills
• Another European language is a plus
• Knowledge of the F&B and Retail industries, and of customer engagement and loyalty solutions is a plus

To apply for this position, please email your CV to [Click to show email] quoting the above job reference.