Whisbi Hiring for Customer Success Manager – MENA Job at Dubai Full Time

Whisbi’s Live Engagement Platform helps brands maximize website value and convert more web visitors into customers by engaging & guiding them at every step of the customer journey. Our platform combines, live video, chat, voice, web/content sharing, and chatbot. We are transforming Digital Sales & Marketing through differentiating online customer experiences that improve Live Engagement and increase sales conversion. Whisbi has been shortening sales cycles for large enterprises for over ten years, by delivering Live Engagement solutions that engage customers in the exact moment a sales decision occurs.

Our customers are global companies in Telco, Auto, Insurance, and Retail, who want to create winning omnichannel customer experiences online. Whisbi’s all-in-one, software-as-a-service allows Marketers to add a layer of interactivity and personalization to their websites and online marketing campaigns while enabling Sales and E-Commerce executives to increase their conversion rate quicker and more efficiently than ever before.

To cut to the chase, this is what we do:

About the role

As Customer Success Manager, you’ll handle strategic accounts in the Middle East market whilst also developing new business in the MENA region. As part of an international team of professionals, you’ll be responsible for account management and customer operations with a view to keeping our clients happy and increasing their usage of the Whisbi solution. Furthermore, you will initiate a new business acquisition in the area. Specific responsibilities include:

• Provide an extraordinary customer experience and help drive the ongoing engagement strategy.
• Drive customer satisfaction to support Renewals, Upsells, Net Revenue Retention, and key accounts.
• Maintain the tools used by our team, and support ongoing projects and initiatives through platforms like Salesforce, Jira and Confluence.
• Report on daily analytics and improve key customer success & team metrics.
• Coordinate with internal stakeholders in supporting customer needs.
• Help cultivate customers as references and case studies, and partners with other teams to continually improve the customer experience.
• Partner with Sales on cross-and up-sell opportunities while maintaining the trusted advisor relationship with customers.
• Contacting new leads in large enterprises and initiating conversations.
• Developing an understanding of each prospective client’s business needs and how Whisbi can help with its solutions, with the goal to generate interest with well-qualified prospects and schedule demos for the sales team.
• Develop an understanding of any prospective Customer’s business needs and how Whisbi can help.
• Understand the Customer’s strategic business goals and communicate the proposed solution effectively Develop a positive relationship with key client decision-makers or influencers who are responsible for online sales revenues in target businesses.
• Create customer Growth plans and strategy

About the team

The Whisbi Customer Success team is made of talented, experienced, and international people helping our customers at a global level. Part of the team is in our headquarters in Barcelona, but there are other team members working remotely from Atlanta, Barcelona, and Madrid. Yet, it is a very unified team that works together to provide Whisbi’s clients with the best experience, offering the most suitable solutions in the shortest time.

About you

A self-starter and leader with an interest in the marketing or high-tech sector, a problem solver and strategic thinker with a customer-first mentality, and a consistent record in delivering extraordinary customer support. Your skills and accomplishments to date should include the following:

• You speak Arabic at a native level and fluent English
• You have relevant experience working with Enterprise and SaaS companies
• You show proven experience with cross-functional teams including Sales, Support, Engineering, Operations, and Marketing
• You have led client relationships and built relationships with C+ personnel.
• You have experience with Marketing Environments and know how to analyze marketing data.
• You have notable experience with Analytics and know how to shape data and findings.
• You are not afraid of rolling up your sleeves and getting into the details of the business, leading customer accounts, and driving the business to hit its goals
• You have a good understanding of metrics: know what drives your customer’s business and how it affects ours
• You have experience using Salesforce and other CRM solutions.
• Experience with a CS-specific solution is a plus.
• You are an autonomous professional, able to find the best solutions for issues and/or problems to help your customers’ satisfaction
• You show patience and resilience when managing relationships with both internal and external stakeholders
• You are analytical and detail-oriented.
• You like analyzing facts before offering a solution.

Follow us on Instagram and see what we are up to or have a look at Glassdoor to see what it’s like to work at Whisbi!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.