Customer Success Manager

Alnafitha provide IT solutions for most of today's business challenges from IT Infrastructure to IT security, with more than 100 niche products categorized under 20 workloads represented from more than 20 vendors.

We are investing and expanding our marketing team with talented resources to achieve our vision in the market, moving from product-centric approach to customer-centric approach, providing the best customer experience to our clients.

Overview:

Job Code:N/A

Job Location: Zamalek, Cairo

Experience in IT industry is a must

We are hiring a talented, data-driven marketer to focus on the success and growth of our existing customers. You will be our customers’ biggest fan internally and run campaigns to boost their adoption and use of -- as well as their success with -- our product. You will keep them up-to-date on the latest strategies and features as well.

Customer Sucess

• Customer success is when the customers achieve their desired outcome through their interactions with the company.
• Customer success program is the proactive orchestration of the customer’s journey toward their desired outcomes; proactive orchestration here means rather than letting the customers stumble around and hope they get value from the product they purchased, we acquire customers with success potential and then have a clear bath (success milestones) that we will work together with the customers to achieve the desired outcome.
• This could include professional services, high-touch onboarding, email follow-up sequences or training to bridge the success gap, being proactive can mean anticipating and planning for the events to occur or monitoring the events that have been occurred, in other words customer didn’t have to reach out for help.

Developing Customer Success Program:

• Clear the desired outcomes for each segment for each product.
• List the success milestones for desired outcomes.
• Be clear what customer could do on his own and what shall be paid.
• Create a plan (time-based) for each segment for each product to cover (onboarding, training, overcoming, known success gaps, renewals, upsell opportunities, …
• Growing our demand generation channel by ensuring customers satisfaction and successful product adoption to retain our existing customers.
• Raise the renewal closure rate and true-up opportunities.
• Running and managing survey programs during and after sales cycle.
• Building case studies for the successful projects with our customers to be uses in demand generation channel and raise the reputation.
• Running continues surveys with our customers to ensure the successful adoption of the products sold and implemented services.
• Managing the renewal process and early engagement for all renewal opportunities across all the business lines.
• Developing Customer Loyalty Program: rewards program offered by the company to customers which frequently make purchases:
• Create and managing customer loyalty program(s) .
• Understanding customer needs and motivations.
• Rewards that incent and reinforce desired behaviors.
• Setup Listening stations.

Experimental benefits that directly engage customers to the following:

• Access premium content.
• Attending special Events.
• Surprise & Delight.
• Experimental benefits.
• Status Tier.

Responsibilities:

• Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer in order to influence solution adoption, create strong suppo