Customer Success Manager

With over 15 offices in North America, Europe, Asia, and the Middle East, Norwegian-based Cyviz AS is a well-established global player.

Cyviz is a global technology provider for comprehensive conference and control rooms as well as command and experience centers. Since 1998, we have created next level collaboration spaces, assuring inclusive meeting experiences for in person and remote attendance.

Cyviz serves global enterprises and governments with the highest requirements for usability, security, decision making and quality. The cross-platform experience Cyviz delivers to manage and control systems and resources across the enterprise, makes Cyviz the preferred choice for customers with complex needs.

About the role:

Customer Success is a young international organisation within Cyviz focused on enabling our customers to drive desired business outcomes using Cyviz solutions. As a Customer Success Manager (CSM) you will be responsible for driving adoption of Cyviz solutions, sharing best practices with you customers and colleagues. You will also be responsible for driving growth and renewal of our recurring revenue contracts (Support, Software subscriptions, etc).

Customer Retention and Advocacy:

• You will aim to understand desired customer business outcomes and enable our customer to achieve those.
• You will capture, collate, and analyse customer feedback and identify advocates within your customer base.
• You will serve as the voice of the customer within the organization, advocating for their needs and influencing product roadmap decisions.

Product Adoption:

• Work closely with customers to understand their workflows and business goals, offering insights on how to optimize product utilization.
• Provide training sessions and workshops to ensure users are proficient in operating Cyviz solutions.

Recurring Revenue:

• You will be responsible for recurring contract renewals
• You will work closely with Head of Customer Success as well as regional Leaders (EVP) to develop a regional strategy to grow our recurring revenue pool
• You will proactively work to identify upsell and cross sell opportunities within your account pool to increase ARR

Account Maintenance:

• You will be an aftersales point of contact for customers and will help facilitate the following:
• Orders of spare/replacement hardware components
• Regular service quality reviews
• Accuracy of service delivery as per SLA

Technical Knowledge:

• You will engage with your colleagues to learn about Cyviz technology, best practices, use cases and success stories.
• You will strive to be a subject matter expert in Cyviz solution and software offerings.

Essential Requirements:

• Bachelor’s degree or relevant work experience
• Proven experience (3-5 years) as a Customer Success Manager or in a similar client-facing role within the technology industry
• Self-starter with ability to set own priorities and manage workload independently
• Good working knowledge of AV industry/solutions.
• Ability to work in a fast-paced environment, managing multiple priorities simultaneously
• Problem-solving mindset with a keen attention to detail
• Ability to analyse data and make data-driven decisions
• Exceptional interpersonal and communication skills, both written and verbal

The following skills would be highly beneficial:

• Strong business acumen with analytical, strategic thinking, executive communication, and leadership skills
• Experience of working as part of an international organisation and ability to collaborate across different organisational functions
• Ability to build strong, long-lasting relationships both internally and externally

Location:

• Dubai, UAE

We can offer you a world of opportunity and more:

• Perfect place to grow and develop your career, with flat hierarchy and direct access to management.
• Creative space to come up with bold ideas, to try new ways of doing things.
• State of the art technology products that are being sold to some of the most demanding organizations in the world.
• Opportunity to work with some of the biggest names in the Enterprise world.
• Opportunity to travel internationally.