Customer Success Manager

Full time at Hytera in UAE

Posted on February 20, 2025

Job details

Key Responsibilities: Customer Onboarding & Implementation :

Lead the onboarding process for new customers, ensuring smooth and successful deployment of products (e.g., PoC devices, body cameras).
Provide initial training to customers, ensuring they understand key product features and best practices for use.

Customer Engagement & Relationship Building :

Develop and maintain strong relationships with key customer stakeholders, acting as the primary point of contact for ongoing support and guidance.
Regularly check in with customers to assess product usage, gather feedback, and ensure customer success.

Proactive Account Management :

Proactively monitor customer health to identify at-risk customers and take action to prevent churn.
Ensure customers fully realize the value of the product by offering training, resources, and best practices tailored to their needs.

Customer Advocacy :

Serve as the voice of the customer within the company, providing feedback and insights to the product and engineering teams for product enhancements and development.
Advocate for customers’ needs in ongoing conversations with sales and product teams.

Problem Resolution :

Address and resolve any customer issues or escalations in a timely and efficient manner.
Work closely with the after-sales support team to ensure issues are resolved and product performance meets customer expectations.

Renewals & Upsell Opportunities :

Collaborate with the sales team to ensure timely contract renewals and AMC and help identify opportunities for upselling or cross-selling additional products or services.
Support the negotiation process for renewal contracts and facilitate the expansion of customer relationships.

Customer Success Reporting :

Track key metrics and KPIs and provide regular reports on customer success and product performance.
Use data to track account health, customer satisfaction, and areas for improvement.

Training & Enablement :

Develop and deliver training sessions, webinars, or workshops for customers, helping them better utilize the product.
Create and maintain customer success documentation, including user guides, FAQs, and best practice resources.

Continuous Improvement :

Contribute to the development and enhancement of the customer success process, tools, and strategies to improve customer experience and retention.
Stay informed about industry trends, competitor offerings, and product innovations to advise customers and ensure they stay ahead.

Candidate Requirements: Education & Experience:

Bachelor’s degree in Business, Communication, Engineering, or related field (or equivalent work experience).
3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within B2B environments, preferably in technology, communications, or security sectors .
Experience with mission-critical solutions , such as PMR communications , body cameras , or IoT products , is a plus.

Skills & Competencies:

Customer-Centric Mindset : Passionate about helping customers succeed and building long-term relationships.
Problem-Solving : Ability to handle customer issues and product challenges with a solutions-oriented approach.
Communication Skills : Excellent written and verbal communication skills. Ability to clearly explain complex technical concepts to non-technical users.
Project Management : Strong organizational skills with the ability to manage multiple accounts and tasks simultaneously.
Data-Driven : Comfortable analyzing data to track product adoption, customer health, and identify areas for improvement.
Product Knowledge : Ability to quickly become an expert on the company’s products and how they fit into customer use cases.
Tech-Savvy : Familiarity with CRM software (e.g., Salesforce, HubSpot) and customer success tools (e.g., Gainsight, Zendesk).
Adaptability : Ability to adapt to evolving customer needs and a fast-paced, dynamic work environment.
Collaboration : Ability to work cross-functionally with sales, support, and product teams to ensure customer success.

Preferred Experience:

Experience in the public safety , logistics , or security industries is a strong advantage.
Experience managing enterprise-level accounts and handling large, complex client relationships.

Key Traits:

Empathy : A genuine desire to understand and help customers.
Proactive : Always anticipating the customer’s needs and challenges.
Accountability : A self-starter who can work independently while collaborating with cross-functional teams.
Relationship-Oriented : Ability to connect with people at various levels, from technical users to executive decision-makers.

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Customer Success Manager

Job details

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Hiring company

Hytera

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