Senior Customer Success Manager

SR CUSTOMER SUCCESS MANAGER, MENA

DUBAI, UNITED ARAB EMIRATES

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

• Invested Relationships
• Fiscal Prudence
• Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

The Senior Customer Success Manager provides focus and drives consistency in the execution of various customer success and retention-related matters. As a Customer Success Manager (CSM) you will be chartered with driving product adoption, maintaining healthy partnerships, and managing the day-to-day activities with our most strategic customers to foster a “Customers for Life” environment and ensure customer retention. You are passionate about engaging your customers and expanding the business for them and us! We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

WHAT YOU’LL DO:

• Become a product expert including the technical knowledge and practical business applications delivering value to our clients.
• Manage new customers from the handover of Sales to Implementation process in order to ensure successful onboarding and adoption of our platform and delivering the intended value.
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams.
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services.
• Be the Customer Experience Champion leading in customer engagements in partnership with the Sales team, Channel / Technology Partners, Solution Architects/Engineers, SME teams, Professional Services, and Product to maintain intended value to your clients.
• Keep customers informed of process and procedural changes.
• Manage resolution of escalated customer issues.
• Collaborate on PMF – Product Market Fit submitting client feedback and keeping clients in the loop with product enhancements and value driven opportunities to benefit their organizations.
• Keep account notes and account plans up to date leveraging internal solutions and best practices.
• Attend internal Operational meetings, Handovers, Deal Reviews, Client kickoffs, and Customer Experience meetings prepared with your inputs and required outputs.
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements.
• Travel to customer and partner sites, Egnyte internal on-site meetings and trade shows/conferences.
• Ability to work remotely and 3 days minimum in office.

YOUR QUALIFICATIONS:

• Bachelor’s degree or equivalent
• 3+ years of customer-facing type experience or equivalent with a track record of service excellence and best practices.
• Success managing customer relationships at a software, services, or SaaS company.
• Proactive approach with a demonstrated capability to identify and mitigate risk.
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively.
• Previous experience with tech companies, specifically SaaS solutions.
• Excellent communication skills (writing, listening, phone).
• Able to communicate fluently in English (Arabic, French, Hindi, Urdu, Farsi, and/or Tagalog is a plus).
• A team player capable of high performance and flexibility working in a dynamic environment.
• Consistency - able to learn and maintain actioning best practices (coachable) and does not require learning lessons multiple times.

BENEFITS:

• Generous Time Off: 24 days of paid annual leave, plus all applicable public holidays
• Fully Covered Health Insurance: Employer-paid private medical coverage for you and your dependents
• End-of-Service Gratuity: Provided in accordance with UAE labor law
• Internet and Mobile Reimbursement: Monthly reimbursement for internet and mobile phone expenses
• Tax-Free Earnings: Enjoy the full benefit of tax-free income in the UAE