Customer Success Manager - Dubai, United Arab Emirates - Calabrio

Description

Customer Success Managers will establish and maintain direct relationships with Enterprise and Strategic customers by identifying key stakeholders in order to support retention and drive development of the account at a program level.

The ideal candidate will leverage their expertise of Calabrio products and strong familiarity with general Contact Center technology to enable a consultative/advisory relationship between the client and Calabrio.

This person is responsible for overall account health, product adoption and will serve as a primary point of contact for their ongoing success with Calabrio.

• Building strong relationships high and wide with main users and stakeholders at assigned portfolio of customers.
• Create Success Plans for assigned portfolio and execute according to plan with regional and global resources.
• Host Quarterly Business Reviews (QBRs) with each assigned customer, informing them about status for Support, Projects, Roadmap, Marketing Events etc.
• Continuously maintain records of products, status, client temperature, action plans, client contacts and any other management items in the CRM/CSM system.
• Monitor usage and drive effective utilization of Calabrio products and services to ensure positive net promoter scores (NPS), customer satisfaction (CSAT) and long-term retention.
• Understanding existing Customer solutions, discuss action plans to resolve outstanding issues and explain alternative and short-term solutions.
• Maintain a working understanding of Calabrio s development process and timeline to effectively set and manage Customer expectations.
• Responsible for building and maintaining a positive relationship between all key Calabrio contacts at various levels.
• Maintain current understanding of account with Calabrio to include status of support and/or Subscription agreements, state and resolution of support cases and/or projects, and status of sales funnel for add-ons & renewals
• Serve as Program Manager during account escalations as needed and assist support and implementation teams with mainly customer communication.

Desired Candidate Profile