Customer Success Manager

We are currently seeking a Customer Success Manager to join our team at ZIWO - KSA Team.

About ZIWO:

ZIWO is an Omnichannel Cloud Contact Center Software (CCAAS) offering seamless communication solutions for businesses worldwide, encompassing Phone, WhatsApp, and SMS interactions. With ready-made plugins for most CRMs and an open API architecture, ZIWO facilitates integration with any application, ensuring flexibility and ease of use.

ZIWO connects users across 145 countries, including the GCC, enabling instant expansion into new markets.

Technical/Interpersonal Competencies:

• Effective Communication Skills
• Technical Proficiency: A comprehensive understanding of the platform and its technical components to assist clients with any technical issues.
• Client-Centric Approach
• Training and Presentation Skills
• Time Management

Responsibilities:

• Facilitate the onboarding process for new clients, ensuring a seamless transition onto the platform.
• Customize the onboarding process based on the specific needs of each client.
• Oversee the deployment process and resolve any technical issues promptly.
• Conduct kick-off meetings with client agents and provide comprehensive training on platform features.
• Offer ongoing support, advice, and recommendations to optimize platform usage.
• Address client inquiries and concerns promptly, demonstrating a commitment to their success.
• Act as a trusted advisor, aligning platform usage with client business objectives.
• Gather client feedback and advocate for their needs within the organization.
• Monitor client usage to identify opportunities for upselling additional services.

Qualifications:

• 3+ years of experience in a customer success role.
• Fluency in Arabic and English.
• Bachelor's degree in Business Administration, Computer Science, or related field.

We are proud to foster an inclusive workplace and welcome individuals from diverse backgrounds to join our team.