Senior Customer Success Manager

This is a fully remote position, open to applicants in Qatar.

📋 Description

• Develop and oversee the customer portfolio.

• Take ownership of the customer lifecycle by safeguarding, nurturing, and providing exceptional service.

• Drive revenue expansion by showcasing achievements in customer-guided value metrics.

• Reduce customer churn through effective customer success plans and lifecycle management.

• Address customer inquiries and issues to enhance the overall customer experience.

• Utilize data and trend analysis to refine customer experience and guide communication and engagement strategies.

• Ensure accurate customer information is maintained for internal stakeholders.

• Act as a dependable point of contact and brand ambassador for Nozomi Networks and its products.

• Collaborate with various departments to ensure customer visibility and desired outcomes.

• Contribute to product design and development by providing customer feedback.

• Assist in the creation of training courses and educational materials for team members.

• Assess and enhance tutorials and communication infrastructure.

⛳️ Requirements

• A minimum of 2 years of demonstrated experience in a customer success role supporting a technical product.

• Proven experience in onboarding customers, driving product adoption, and consistently achieving business results.

• Comprehensive understanding of customer concerns related to product usage, alongside the ability to recommend operational best practices and troubleshoot issues.

• Strong organizational abilities with experience in creating and maintaining account notes, developing and implementing recovery plans, and customer success playbooks.

• Over 3 years of experience in IT and network security; experience in operational technology (OT) is a plus.

• Capability to conduct product demonstrations, training sessions, and present technical reports to customers highlighting the value delivered.

• Previous experience in a Technical Account Manager (TAM) or Sales Engineer (SE) role is highly desirable.

• Experience in managing brand image and promoting value through customer experience.

• Demonstrated accountability, personal organization, and multitasking abilities.

• Self-motivated and proactive demeanor.

• Excellent communication and interpersonal skills, particularly in delivering technical reports and executive-level presentations.

• Leadership skills that engage both CxO and technical staff.

• Experience in analyzing and optimizing processes within the Customer Success department.

• Patient and attentive listener.

• A passion for service excellence.

• Candidates selected for the position will be subject to background verification checks.

🏝️ Benefits

• Health & Wellness.

• Financial incentives.

• Work-Life Balance.

• Unmatched Flexible Time-Off.

• Benefits tailored to the country where the employee is based.