Customer Success Manager | Remote
Velti is looking for a Customer Success Manager to assist with the design, prelaunch, and execution of large-scale gaming campaigns for our clients. This role involves pre and post launch of projects, monitoring and daily tasks along with regular meetings with clients to discuss progress and optimization strategies. Internal collaboration with both technical and business departments is required.
Responsibilities
As a Customer Success Manager (CSM) at Velti, you'll collaborate with internal and external technical and business teams to design and optimize user engagement programs. This is an ideal role for someone who thrives in building trust relationships with clients and can use data to produce revenue growth solutions.
- Collaborate with other company departments e.g. Operations, Copywriting, Tech and Project managers to ensure project faultless performance and resolve possible issues.
- Serve as the primary point of contact for assigned clients, building strong relationships and understanding their goals, challenges, and objectives
- Focus on team happiness and better coordination, to build a high performing team.
- Liaise with clients regarding improvements, reporting and project handling.
- Produce daily and weekly projects’ financial reports for clients and upper management.
- Hypothesize and prove assumptions via effective use of reporting and data presentation (participant tenure, spending and segmentation).
- Propose, deliver and execute testing to maximize project performance and revenues.
Daily routine tasks
- Monitor project performance via the online reporting tools.
- Have the ability to understand and interpret the data from the available reporting tools, in order to identify any possible issues and escalate them appropriately to stakeholders (Velti internal teams, partner and client).
- Prepare weekly progress reports presentations (PowerPoint).
- Handle incoming customer complaints via email.
- Handle incoming requests by Client and the consequent communication.
- Establish communication between Velti, partner, Client.
- Attend (on a weekly/monthly) basis meetings with client in order to discuss project progress, lessons learned, propose new actions and optimization techniques.
- Establish good relationship with client in order to become #1 contact point for any query, discussion, suggestion, while keeping eyes open for any upsell opportunity that might arise.
- Identify and pursue opportunities for upselling or cross-selling additional products/services to existing clients based on their needs and usage patterns
- Proactively engage with clients to drive adoption, usage, and satisfaction with our products/services, providing guidance, best practices, and support
The Customer Success department is pivotal to the company, overseeing the financial outcomes of each project and collaborating with all departments to maximize performance.
Minimum Qualifications
- 1 to 3 years of experience in Sales, Customer Success or other relationship management roles
- Proven ability to build and maintain long client relationships
- Mathematical & analytical thinking Excellent knowledge of MS Excel & PowerPoint
- Both fluent in business level Arabic and English
- Readiness to travel to client offices for local project support
- Bachelor’s degree
- Experience working closely with technical teams
- Strong collaborative and communication skills.
Additional Qualifications
- Track record of working towards revenue targets
- Experience working in the Telecom industry
- Experience with financial targets and performance.
- Familiarity with data reporting, CRM and email management tools
- Experience in working for a SaaS B2B company
We want to take care of you, therefore we offer a comprehensive, competitive benefits program, designed to provide you with what you value the most. At Velti, we believe that if we want to achieve career success, we should first achieve work-life balance. With this in mind, we have created an environment where our people can learn, grow and flourish, on both personal and professional fronts.
Benefits & Perks
- Competitive salary package
- Work from home policy
- Modern and friendly work environment
