Customer Success Manager

DXwand is Technology and AI startup that in a vast growing milestone. DXwand strives to help every business and every person to grow. Our focus is on evolving people digital experience with our AI products. Our culture promotes "learn it all" attitude, passion, growth hacking and impact. Our advanced technology promotes innovation, creativity and ease of use in every market we serve. We have a keen ambition of building up a youth talent in AI & technology fields that shall lead this industry in the middle east. 

All DXwand team enjoys:

  • A learning environment that a has an objective on building up talents in AI along with developing our AI platform. If you have passion in exploring & learning AI, here we are!
  • Experiment safe environment. DXwand develops by failures and mistakes. Everyone is encouraged to try, learn, fail but fail forward!
  • Flat company structure that helps all the team to collaborate and learn from each other. No communication barriers.
  • Flexible working hours.
  • Quarterly based incentives upon retiring or over achieving quarterly based metrics. All metrics are subjective, numeric and can be easily predicted.
  • Incentives can go up to 100% of basic salary based on metrics’ achievements.
  • Stock options for key talents whom demonstrate passion in DXwand future, perseverance, resilience, innovation and long term dedication towards DXwand values and vision.

 

 Job Description

A Customer Success Manager, CSM, is responsible for developing customer relationships that promote retention and loyalty. His/Her job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Key responsibilities include:

Leverage Customer Experience Practices

The CSM shall be responsible for executing action-oriented adoption plan that optimizes the customer experience. He/She may gather feedback from their customers, study other customer success programs and analyze customer data to identify the best approach to gain successful customer experience.

Provide Technical and Product Support

The CSM must know the company’s products inside and out. He/She can be called upon to provide first level technical support to customers or to provide training on their products. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.

Promote Innovation on Product Roadmap

The CSM should proactively capture and identify new ideas and expansion opportunities driven by customers day-to-day engagements; that enriches the product roadmap and value-proposition. The CSM shall be the "Voice of the Customer" to our products teams.

Qualifications

Experience, Skills and Qualifications

Basic Skills

  • Excellent written and verbal communication skills
  • Technical aptitude and ability to learn software programs
  • Good analytical and reporting skills
  • Strong interpersonal skills with ability to gain trust from company and customers teams
  • Strong organizational/time management skills and the ability to manage multiple tasks simultaneously
  • No requirements on previous years of experience; preferred intern or fresh graduate.

Technical Skills

  • Comfortable with Microsoft Office tools (Word, Excel and PowerPoint)
  • Comfortable with Office 365 team collaboration tools (SharePoint, OneDrive and Teams)
  • Knowledge of AI and Conversational Bots is a plus
  • Knowledge of e-commerce on web and Social Media networks is a plus
  • Knowledge of customer service practices is a plus