About the Job
Services within the company is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Key outcomes of the Customer Success team’s work will be qualified leads for value expansion and feedback for product and process improvements.
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Responsibilities
As a Customer Success Specialist for Services, you will support the development and delivery of strategic priorities within the region. The candidate will focus on ensuring the priority customers and segments they work with experience positive change through more effective use of Services network products.
The three areas of primary responsibility include:
- Customer Engagement
- Growing the Business
- Technical and Program Readiness
Customer Engagement:
- Engage with stakeholders to study the viability of proposed solutions and understand cyber threats in financial and payment sectors
- Identify optimization opportunities for customers with the goals of driving customer value and enhanced strategic goals through our products
- Articulate key performance indicators related to cost, performance and optimization and the insights associated with them
Growing the Business:
- Leverage the company’s offerings to achieve customer goals and realize value propositions of the company’s products
- Identify opportunities for additional company products to create greater value potential for customers and enhance impact of Network Product offerings
- Evaluate business models, partnerships, and agreements ensuring product business cases are financially viable and supported by solid data
Technical & Program Readiness:
- Develop training materials, thought leadership, and customer-facing playbooks that can be scaled internally and externally to support customer priorities and Customer Success value proposition
- Translate complex technical capabilities into effective solutions that address customer needs in a clear and customer-centric manner
- Gather and report customer feedback on product gaps and pain points
Requirements
- Experience managing clients or internal stakeholders
- Logical, structured thinking, and affinity for numerical analysis
- Knowledge and understanding of payments technology or cybersecurity (threat intelligence or risk management)
- Experience using tools and technology to provide data analytics and business intelligence on cyber threats, fraud, risk and vulnerability
- Proven ability to translate complex technical capabilities into effective solutions
- Experience in analyzing customer metrics and leveraging data to drive customer success initiatives
- Experience in identifying “next opportunity” for customers to further enhance the strength and value of the partnership for both parties
- Experience in creative thinking and development of innovative solutions to complex customer challenges
- Enthusiastic individual who works seamlessly with a diverse high performing team
- Experience working with large and emerging Technology, Financial Services, Acquirers/Processors, Service Providers, and/or digital platform partners
- English and local language proficiency
Corporate Security Responsibility
All activities involving access to the company's assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, the company is responsible for information security and must:
- Abide by the company’s security policies and practices;
- Ensure the confidentiality and integrity of the information being accessed;
- Report any suspected information security violation or breach;
- Complete all periodic mandatory security trainings in accordance with the company’s guidelines.
Location
Dubai, United Arab Emirates
