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Customer Success Manager

Il y a 5 mois

Beirut, Liban Hovi Digital Lab Temps plein
Who We Are
We love seeing businesses reach their full potential, and most importantly, we love knowing that our clients enjoy working with us every day.
We claim we're the only true Digital Solutions Lab in the entire region because we believe we are the furthest possible from a typical marketing agency.
âWe are focused on in-taking clientsâ problems, pain/friction points, and loopholes in order to output a scalable solution centered around attending to the actual issues or tasks at hand and attempting to activate the full potential of the organization we are working with, while using the world most renowned tools and techniques in the spectrum of digital sales and marketing, âAnd that goes way beyond social media reputation management or a website build. âIt's an entire suite of actionable strategies attending to the entire digital marketing and sales lifecycle.

Who You Are
Youâre a solution-oriented, passionate young professional who is looking to join an ambitious and fast-growing company. Youâre a problem solver who has great interpersonal skills and who always finds ways to get the job done. You are also not afraid to voice your opinion
Youâre a great listener and communicator who will always be looking to identify and understand the client's needs and work to provide solutions. Youâre also able to adapt to different cultures and able to deal with clients from different nationalities and backgrounds.
You are passionate about new technologies and digital solutions, and youâre not afraid to roll your sleeves up when faced with a challenge.
Youâve got a good understanding of customer success and what it takes to plan, scope, execute, and most importantly help your client reach their business goals.

About the role
Hovi is looking for the below in a Customer Success Manager.
This role is important to us because it helps us keep our most important customers and ideally, find even more opportunities for working together. As our Customer Success Manager, you'll play a critical role in client retention and revenue growth.

The position involves:
Determine and define project scope and objectives
Create and maintain comprehensive project documentation, plans, and reports
Monitor project progress and handle any issues that arise
Work with the Operation manager/Functional team leads and clients to eliminate blockers and execute on time
Provide the strategy and direction for the client's goals and objectives
Manage customer expectations
Build and maintain strong, long-lasting client relationships
Provide consultation to customers on how to accomplish their specific business processes using our solution framework
Manage timelines for projects and ensure that you orchestrate the strategic direction of the client
Document all relevant detail throughout the project
Communicate and provide support for internal stakeholders where possible/applicable
Assigns various tasks to functional team members and link them to a specific key result in order to hit the client's OKRs
Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors
Be the voice of the customer
Ensure the timely and successful delivery of our solutions according to customer needs and objectives Clearly communicate the progress of weekly/monthly/quarterly initiatives to internal and external stakeholders
Develop new business with existing clients and/or identify areas of improvement to meet sales targets, Encourage upsells and cross-sells.
Assessing the Health Score of your clients and anticipating upcoming challenges
Keeping track of your accounts' satisfaction and reporting on their status to the organization
Follow up on renewals.
Negotiate contracts and close agreements to maximize profits
Sustain business growth and profitability by maximizing value.

To perform in this role, you'll need a combination of these skills and qualifications:
Excellent problem-solving skills
A passion for digital marketing
Proven 2 to 4 years of working experience in a relevant role
Technical knowledge is a plus
PMP and/or CSM certification is a plus
Organization and time management skills
A very strong work ethic, with a track record for getting things done in a high-pressure, time-sensitive environment. 
Collaborative, fast-moving, and comfortable with change
Excellent listening, negotiation, and presentation abilities
Ability to assess account needs and identify gaps
Leadership experience (bonus points if you have led a cross-functional team)
Excellent verbal and written communication skills