Customer Success Manager
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Key skills for this role
About the Role
A leading hospitality tech company seeks a Client Success & Deployment Specialist to manage client relationships, drive deployments, and provide training for hospitality clients. Requires 4-7 years in customer support or account management, hospitality tech or SaaS preferred.
Key Skills for This Role
Responsibilities
- Lead onboarding sessions for new clients, introducing platform features and best practices.
- Train hospitality staff on system usage.
- Create and deliver training materials, walkthroughs, and demo sessions.
- Manage the full deployment lifecycle from project initiation to go live.
- Conduct site visits for hotels, resorts, and restaurants as needed.
- Coordinate QR code generation, printing, delivery, and placement across properties.
- Collect and validate all required client assets (menus, SKUs, pricing, etc.).
- Configure menu structure, categories, offers, bundles, room/area mappings.
- Perform testing for key journeys: ordering, notifications, feedback, escalation, guest navigation.
- Act as primary contact during go live, ensuring early adoption and quick troubleshooting.
- Own a portfolio of accounts and maintain long term customer satisfaction.
- Handle escalated issues or urgent operational incidents.
Requirements
- 4–7 years of experience in customer support, client success, or account management (hospitality tech or SaaS preferred)
- Proven track record of managing client relationships and resolving escalated issues
- Strong leadership and communication skills
- Fluency in English required (Arabic, French, or other languages are a plus)
- Tech savvy and comfortable explaining software systems to non technical users
- Must hold a valid UAE residence visa
- Must have a personal car and driver’s license for client visits
- Must have a personal laptop for work use
- Highly organized, proactive, and capable of working independently
- Willingness to travel within Dubai and occasionally to other emirates or GCC countries
Full Job Posting
Job Overview
- We are seeking an experienced Client Success & Deployment Specialist to join our client’s Dubai office. This role focuses on building long term client relationships, driving successful deployments, and acting as a trusted partner to hospitality clients.
Client Onboarding & Training
- Lead onboarding sessions for new clients, introducing platform features and best practices.
- Train hospitality staff (FOH, BOH, F&B, housekeeping, spa, IT) on system usage.
- Create and deliver training materials, walkthroughs, and demo sessions.
- Provide follow up training refreshers for new features.
- Conduct remote and on site onboarding depending on venue location.
Deployment & Go Live Execution
- Manage the full deployment lifecycle from project initiation → configuration → go live.
- Conduct site visits for hotels, resorts, and restaurants as needed.
- Coordinate QR code generation, printing, delivery, and placement across properties.
- Ensure QR coverage is optimized for service usage, ordering flow, and guest experience.
- Collect and validate all required client assets (menus, SKUs, pricing, locations, service mapping, images, etc.).
- Configure menu structure, categories, offers, bundles, room/area mappings.
- Review digital menus and flows with the client before launch.
- Perform testing for key journeys: ordering, notifications, feedback, escalation, guest navigation.
- Act as primary contact during go live, ensuring early adoption and quick troubleshooting.
Customer Success & Relationship Management
- Own a portfolio of accounts and maintain long term customer satisfaction.
- Build strong, trusted relationships with F&B Heads, GMs, Operations Directors, Procurement, and IT.
- Anticipate client needs and propose value adding features and workflows.
- Lead renewals, upsells, feature expansion, and cross property rollouts.
- Support case study collection, referral requests, and testimonial coordination.
- Monitor client activity post go live to ensure healthy usage levels.
Support, Troubleshooting & Issue Resolution
- Handle escalated issues or urgent operational incidents.
- Diagnose problems, replicate issues, and communicate findings to technical teams.
- Provide clear instructions and workarounds to resolve client challenges.
- Manage expectations and proactively update clients on resolution progress.
- Maintain SLAs, ticket notes, follow ups, and closure documentation.
Collaboration, Reporting & Internal Feedback
- Log all customer interactions, visits, calls, and follow ups in HubSpot CRM.
- Gather structured feedback and convert insights into product requests.
- Identify trends or recurring issues to improve onboarding or platform UX.
- Collaborate with tech, product/UX, and sales teams for bug resolution, usability improvements, and upsell opportunities.
- Deliver deployment and performance reports as required.
- Share client health status, risk flags, complaints, and feature adoption metrics.
Qualifications
- 4–7 years of experience in customer support, client success, or account management (hospitality tech or SaaS preferred)
- Proven track record of managing client relationships and resolving escalated issues
- Strong leadership and communication skills, confident in face to face interactions with senior hospitality staff
- Fluency in English required (Arabic, French, or other languages are a plus)
- Tech savvy and comfortable explaining software systems to non technical users
- Must hold a valid UAE residence visa
- Must have a personal car and driver’s license for client visits
- Must have a personal laptop for work use
- Highly organized, proactive, and capable of working independently
- Willingness to travel within Dubai and occasionally to other emirates or GCC countries
Working Hours
- Monday to Friday, 9 A.M. to 5 P.M. (UAE time)
- Occasional weekend or evening availability depending on client needs
Salary
- 12 to 15k (monthly)
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