indeed

Customer Support

Kikidrop

Dubai, UAE

Director

AED 4,000/month

1 months ago

Customer Service ExcellenceComplaint ResolutionTechnical SupportEmpathy and PatienceCommunication SkillsCRM Software (e.g.

Free

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Key skills for this role

Customer Service ExcellenceComplaint ResolutionTechnical Support

As the **Head of Global Customer Success for Tookan**, you will own the post-sale customer journey worldwide.
You will lead, mentor, and scale a high-performing team of 8 Customer Success Managers (CSMs) and Account Managers (AMs) based in the UAE.
Your mission is two-fold: ensure seamless, high-touch **onboarding** that drives immediate product adoption, and systematically unlock revenue growth through proactive **upselling and cross-selling**.
This is a strategic leadership role requiring a blend of deep empathy for the customer, strong people management skills, and a sharp commercial mindset.
Key Responsibilities1.
Team Leadership & People Management (30%)
**Manage & Mentor:** Lead and inspire the current team of 8 CSM/AM professionals, fostering a culture of accountability, continuous learning, and high performance.
**KPI Tracking:** Define, monitor, and report on team-wide and individual KPIs (e.g., Net Retention Rate (NRR), Churn Rate, Time-to-Value, and Expansion Revenue).
**Resource Allocation:** Optimize territory and account mapping for the global client base to ensure maximum customer coverage and satisfaction.

**Process Optimization:** Refine and standardize the global onboarding playbook for Tookan to reduce implementation friction and accelerate Time-to-Value (TTV).
**High-Touch Adoption:** Ensure clients are fully utilizing Tookan’s core functionalities (routing, dispatching, tracking) tailored to their specific industry needs.
**Churn Prevention:** Identify early warning signs of low adoption or friction during onboarding and implement swift intervention strategies.

**Commercial Strategy:** Build and execute a structured account expansion framework to systematically identify upsell (higher tiers, more tasks/agents) and cross-sell (add-on modules, integrations) opportunities.
**Revenue Accountability:** Partner with the sales and product teams to hit net-revenue retention targets, turning the CS department into a major revenue-driving engine.
**QBRs & Executive Engagement:** Lead Strategic Quarterly Business Reviews (QBRs) with key enterprise global accounts to align Tookan’s roadmap with their evolving business goals.

**Experience:** Experience in Customer Success or Account Management within the **B2B IT SaaS space**, with at least some experience in a leadership/people management role.
**Domain Knowledge:** Previous experience working with logistics software, last-mile delivery tech, field force management, or hyper-local marketplace SaaS (like Tookan) is highly preferred.
**Proven Revenue Track Record:** Demonstrated success in owning commercial targets, specifically driving account expansion, cross-selling, and renewal negotiations.
**Global Mindset:** Experience managing a global customer base across different time zones and cultural nuances from a centralized hub (UAE).
**Analytical Skills:** Strong ability to interpret data, build customer health scores, and turn usage analytics into actionable retention plans.
**Communication:** Exceptional English communication and presentation skills **What We Offer**
A competitive salary and performance-based bonuses tied to global NRR targets.
Opportunity to lead a core product division for a globally recognized SaaS brand.
Dynamic, multicultural work environment in the heart of Dubai.
Pay: AED4,000.00 - AED5,000.00 per month