Position Summary

The Customer Success Partner Manager should be able to define and drive a strategy that impacts revenue retention by owning the post-sales customer experience and engagement while partnering closely with Sales Directors. This role will lead a team of 8 Customer Success Partners across the UAE focusing on engagement with all customer categories 

The main focus will be hiring, managing, developing, and coaching a customer success team to deliver superb results measured directly by the improvement of customers’ metrics and indirectly by increasing customer retention rates and investment growth.

The Customer Success Partner Manager is an ambassador of our brand and as such they are responsible for all customers in their territory - they must fully understand their needs, challenges and identify opportunities for positioning new products and services that help our customers to be successful and help us to better serve them.

Key Responsibilities

• Learn and become an expert on the Property Finder solution portfolio
• Create and execute a strategy to increase customer satisfaction and retention, in alignment with Sales Directors
• Hire, Develop and coach your team to adopt a consultative mindset and approach in managing customers.
• Coach team to record opportunities and activities within Property Finder’s SalesForce CRM every week
• Collaborate with various internal departments to ensure all clients’ requests are fulfilled promptly.
• Serve as the escalation point of contact for all customer account management matters and help resolve promptly
• Meet with customers to assess their feedback, utilization and concerns and use customer meetings as an opportunity to coach your team

Desired Qualifications

• Bachelor's degree in business, marketing or science major
• 7+ years of experience with Customer Success Functions
• Min 4 years management experience managing a team of at least 5 people
• Experienced Leader who is focused on team development and team success
• Strong Analytical skills and a data driven approach in managing the business
• Strong service mindset that requires patience while dealing with different types of customers and employees
• Problem-solving skills to help resolve customer and employee complaints.
• Public speaking, communication skills, presentation skills, data translation skills.
• A good understanding of the real estate industry is desirable
• Adept in talking to key internal and external decision makers.
• Assertive, influential and highly motivated with an ability to work in a target driven company.
• Highly computer literate – adept at Excel and Powerpoint with solid experience in using CRM tools (SalesForce experience is a plus).

Skills & Behaviours of Successful Candidates

• 100% Align and represent Property Finder’s Core Values and be an example of leadership
• Serve as a brand ambassador for Property Finder, representing the best interests of the company and partners
• Do you have a solid track record in creating and owning a customer success strategy, driving retention and growth of wallet?
• Are you data driven and have rich experience in measuring the right KPIs, activities and analyzing data to get key insights to help you better manage your team?
• Have you managed a team of at least 5 people for at least 4 years and have been successful at developing your team and coaching them for success?
• Do you have strong hiring skills and have a solid track of hiring good performers?