CUSTOMER SUCCESS MANAGER - Middle East

Within the Digital Experience Customer Success team at the company, the focus is on delivering exceptional experiences and accelerating value for customers through three core pillars: Partnership, Adoption, and Value Realisation. Our Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerating value for customers by understanding their business goals and objectives, designing success plans, and establishing governance frameworks.

What you'll do

• Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
• Enhance value realisation and return on investment from the solutions and services they buy from the company
• Increase solution adoption and usage with a clear plan
• Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK
• Account strategy planning and building success plans to drive loyalty, advocacy, and minimize customer attrition
• Track accounts' performance and lead critical blocking issues with a clear execution plan to drive closure
• Build and grow relationships for the company's strategic portfolio of multi-solution, multi-brand clients at the senior level, becoming a trusted partner
• Build a strong post-sales strategy for your portfolio of accounts to ensure customers enhance the value of their investment in the company's Solutions
• Provide thought leadership and domain expertise to the customer success organization, clients, and the company's European Customer Success team
• Build a strong business relationship with Sales, Marketing, Solution Consulting, and Professional Services teams
• Demonstrate seniority by leading new retention and growth initiatives that deliver value ensuring we scale, delight, and innovate for customer success
• Become an ambassador for the CSM organization within the company and a CSM evangelist across ACS (the company's Customer Solutions) and Sales
• Demonstrate experience of supporting the hiring and ramp up process of new recruits into the Customer Success Team

What you'll need

• Bachelor's degree or equivalent experience
• Minimum 5-10 years experience in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with pre-sales, marketing/creative agency, or consulting background will be considered
• Strong experience in Digital Marketing Solutions and knowledge of the company's competitive landscape
• Proven effectiveness managing an account portfolio of large, global, sophisticated, and strategic accounts at a senior level, building and maintaining relationships becoming a trusted advisor
• Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)
• Strong communication skills (written & verbal) and high level critical issue management
• Able to anticipate and identify ill-defined problems/issues with strong presentation skills at all audience levels
• Tenacious, personable, high confidence, and results-oriented
• Adaptable, with strong self-awareness and confidence to hold themselves and others accountable based on expectations

Hours of Work: 40 hours per week

Education Requirement: Degree or equivalent qualification/experience

Experience Requirement: Minimum 5 years in SaaS solution environment

Benefits: Private medical insurance; Employee stock purchase plan; Holiday & global well-being days; Allowances plus many more.

Application Start and End Date: Starting 16th November for approx. 4-6 weeks.