Lead Specialist - Customer Success

Overview

• In this customer facing role, you are responsible to deliver the desired business outcomes, steered by our Customer Success Platform, in a human led and digitally enabled model.
• Key responsibilities include:
• Build & maintain strong relationships within assigned high value customer accounts across MENA region, and continually delight them with a positive, customer centric attitude.
• Work collaboratively with customers to ensure that they are finding value in our products and services. Develop & demonstrate clear understanding of the customer s goals, needs, expectations and preferences continuously.
• During onboarding, ensure that customers are properly trained, equipped with the right tools & resources, and educated on subscribed WM products; to optimize product usage and to minimize their adoption time. Ensure customer is ready for a successful launch and long-term success and growth.
• Collaborate with internal teams to facilitate early increased adoption and maximum product usage. Also, coach customers to adopt relevant practices and to maximize their investment in the product to achieve or exceed their goals.
• Collaborate with internal stakeholders for the delivery of high-quality customer experience and system/application performance; ensuring future demand from growth and projects is understood and factored into capacity plans
• Monitor and report customer health and develop plans for improvements where risks/issues that may prevent or delay success for the customer are identified, drive risk mitigation measures.
• Be a customer advocate, capturing & delivering customer feedback, to respective teams and identifying opportunities for improvements.
• Be the voice of the customers in the company, providing the suitable balance between the customer s requests and the company s vision.
• Identify, measure, track and communicate important insights via quarterly business reviews (QBRs) that your customers and AMs can use to assess their outcomes and influence the other responsibilities.
• Be commercially minded and work in proximity to the Account/Sales Management Team to position for business retention and growth, contract renewal and service extension.
• Identify need for improvement in process and work collaboratively across teams to effect this.
• Develop and share best practices with team members to continually improve quality, effectiveness, and efficiency of our processes. Coach team members on customer success best practices.