The Customer Success Manager owns the success and technical strategy for the company's most strategic service and contact center customers in the Middle East. This individual contributor role blends executive-level advisory with hands-on technical leadership to drive adoption, measurable business outcomes, and long-term retention. You will guide the transformation from legacy operations to modern, AI-enabled workflows, ensuring the company's platform delivers maximum value. This is a customer-centric role focused on service delivery and success—not sales.
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Key Responsibilities
- Serve as an executive sponsor for key accounts, building trusted relationships with senior stakeholders.
- Facilitate quarterly business reviews (QBRs) to showcase ROI, adoption progress, and strategic recommendations.
- Act as the primary success partner for enterprise service/CX accounts; lead QBRs and success planning.
- Align the company's Care solutions (Case Management, Smart Responses, Bot Framework, Agent Assist) with customer goals (AHT, CSAT, FCR, deflection).
- Map legacy contact center processes to modern workflows; oversee architecture audits and optimization.
- Deliver enablement programs, playbooks, and ROI dashboards; monitor adoption and health metrics.
- Manage technical escalations, mitigate risks, and influence the product roadmap based on customer feedback.
- Coordinate complex programs (voice rollout, CRM integrations, compliance) across IT, business teams, and vendors.
Qualifications
- Bachelor’s degree (MBA preferred); 8+ years in Customer Success, CCaaS, or CX consulting.
- Deep knowledge of contact center operations, metrics, and change management.
- Experience with major service platforms (Salesforce Service Cloud, NICE, Genesys, Zendesk).
- Strong technical acumen, program management skills, and regional experience; Arabic is Mandatory.
Location
Qatar - Doha.
