Customer Success Manager

Computer Network System (CNS) is a technology company in the middle-east & has over 30 years of successful achievements and long-term partnerships with distinct customers across the region.

We are an IT distributor & our expertise are in Banking & Financial Service Insurance, Technology Enablement, IT Outsourcing, Cyber security, Digital Infrastructure, Hybrid Cloud, Digital Workplace, Customer Experience, Digital Transformation, and Block Chain.

We are a Part of the Ghobash Group of Companies, CNS spread across the region with offices in Abu Dhabi, Dubai, Oman, and Kuwait providing a holistic approach that covers all aspects of information communication technology system integration, consultancy, operation, managed services, and IT outsourcing.

CNS also has state-of-the-art network operation centers in Abu Dhabi and Dubai that develop in-house software and applications providing end-to-end solutions to our customers and partners.

A Customer Success Manager (CSM) plays a crucial role in ensuring that customers achieve their desired outcomes when using the organization's products or services. CSM builds strong relationships with customers by guiding them through onboarding, providing training and support, and ensuring they achieve their desired outcomes with the product or service. They also advocate for customer needs internally and manage accounts to promote satisfaction, retention, and growth opportunities.

• End to end process enhancement for Sales team as currently sales team is suffering to follow and complete the full life cycle of sales process.  All the opportunities to be logged and follow the process.
   
• Facilitated and arrange the following meeting.
   
• Leadership (LT) Meeting – Set the agenda, set the template, recurring meeting invite and follow up on action items until closure.
   
• Business Review Meeting – Set the agenda, set the template, recurring meeting invite and follow up on action items until closure.
   
• Quarterly Business Review (QBR) Meeting – set the agenda, Set the template, recurring meeting invite and follow up on action items until closure.
   
• Vendor management – Enhance the overall vendor management process and categorize the vendor and arrange meetings for reviews and new technology.
   
• Categorize the top client list across the BU and set agenda and template for the meeting and facilitate and arrange the management meeting and follow up on the action points.
   
• Enhance the Customer satisfaction score (CSAT) and set a process after completion of any major project CSAT should be initiated.
   
• Employee engagement meeting – Set the agenda, set the template, recurring meeting invite and follow up on action items until closure.
   
• Process for enhancement of IT audits internally.
   
• Dashboard for Asef/Top management.
   
• Prep for Top management meeting - – Set the agenda, set the template, recurring meeting invite and follow up on action items until closure.
   
• Strong problem solving and analytical skills

• Bachelor or master’s in computer engineer, computer Application/electronics or related field.
   
• Minimum 12+ year of experience in Customer success or Operations management 

• Preferred ITIL, PMP, Prince2, COBIT certified.
• Good knowledge of Business and Operating model with a background of P&L 
• Strong Leadership/ Team Building/ Decision Making attribute
• Strong written, oral, communication and presentation skills.