The Customer Success Manager will provide ongoing support to our clients and network

with them. The candidate should be able to contribute to building relationships, and

implementing new programs that will increase our business’ revenue potential and

minimize churn rates.

Responsibilities

• Run the CS and Growth team as a profit centre with established revenue targets

with clear user activation and retention goals within the customer portfolio

• Build the customer engagement and service strategy for Probe 42, own it and

drive it through our portfolio of customers across Platform, APIs and any other in

the future

• Productivity matrix and milestones for the CS employees and agents to work

toward as per market benchmarks

o Assist in creating training courses and enablers for onboarding and CS

employees

• Oversee customer onboarding and guide them through P42 user procedures,

ensuring compliance with the user activation process

• In the case of P42 Business,

o ensure customer engagement, and usage and therefore increase recurring

purchases of credits

o Feed the sales funnel by generating leads/ data flowing from Digital

marketing, campaigns, and events

• Create an Onboarding model for API customers. Also, manage day-to-day help

desk for these customers

• Promote the value through customer experience and therefore create upsell

opportunities amongst customers

• Review customer complaints and concerns and seek to improve the customer

experience

• Be the voice of customers for future product development needs, and also

complete the feedback loop with the sales team. Recommend strategies to

expand market reach for Probe42

Skills

Delivery Orientation

• Demonstrated hands-on experience in autonomously overseeing a call center

unit, with a focus on agent management, productivity, quality, and compliance

• Understanding of ROI from the channel

Strategic Intent

• Willingness to take on challenges and to challenge the existing norms/current

status quo. Build, and iterate the CS strategy for optimal results

• The skill of being able to perform effectively in a fast-paced and innovative work

environment while demonstrating flexibility, proactivity, resourcefulness, and

efficiency

People Management

• Demonstrate People management skills through empathy, enablement, and

leadership

• Exceptional interpersonal skills to establish key relationships with diverse

stakeholders across internal teams and customers

Qualifications and Experience:

• Min Graduate with more than 10 years’ work experience with at least more than

5 years in leading a team

• Experience in managing cross-functional stakeholders both within and outside the

company.

Our commitments:

• We are an equal-opportunity employer and encourage diversity in the workplace

• We strongly believe in a healthy work-life balance

• Everyone is encouraged to manage their time as effectively as possible in line with

their commitments. We have guidelines for office hours, but every employee can

choose their own hours of work

• Our values are very important to us, and we will not compromise on them under

any circumstances

• We are committed to the growth of every employee