Customer Success Manager
JAGGAER -
Dubai, United Arab Emirates
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Job Description
Overview
JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base.
With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.
Our 1,200+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.
For more information, visit www.jaggaer.com
JAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions.
When customers succeed, JAGGAER benefits through increased customer retention (i.e., reduced churn), solution expansion, and positive references.
The Customer Success Manager (CSM) is a highly visible, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on JAGGAER products.
Principal Responsibilities
As a CSM
Foster Customer Relationship
Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value
Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
Ensure Customer requests are escalated to the relevant teams
Define Success
Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.
Develop a Success Plan aligned with customer business objectives
Set adoption targets
Assess Value
Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
Create and present Performance Reviews to customers
Maximize Solution Adoption
Advise on solution optimization to meet business objectives
Provide insights on benchmarks and best practices
Engage customers and provide consultative guidance following software releases
Continuously grow and maintain your solution expertise
Contribute to Customer Retention and Growth
Actively work to ensure customer retention
Proactively identify areas of growth
Success in this Position
Consistent high customer health ratings for your portfolio of customers
Customers consider you a trusted advisor with both product and business acumen
You have created a “brand” that puts you in demand for assignment of new customers
Must be proficient in Arabic and English languages
Must be based in Dubai, UAE
Ability to travel (up to 30+%), across MEA.
What We Offer
At JAGGAER you’ll find great benefits, empowering culture, flexible work environment, much more!
Apply now and be part of our success!
Our Values
At JAGGAER, our values shape everything we do—from supporting customers and collaborating with teammates to building products and fostering our culture.
Be Collaborative: Promote mutual respect, work productively with others, and share responsibility for success.
Be Accountable: Own your actions, learn from challenges, and stay proactive to achieve results.
Be Adaptable: Embrace change, encourage innovation, and stay effective through significant transitions.
JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base.
With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.
Our 1,200+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.
For more information, visit www.jaggaer.com
JAGGAER’s Customer Success Program aims to help our customers achieve their desired outcomes (value realization) with our solutions.
When customers succeed, JAGGAER benefits through increased customer retention (i.e., reduced churn), solution expansion, and positive references.
The Customer Success Manager (CSM) is a highly visible, customer-facing role within JAGGAER’s Customer Operations group, supporting key strategic customers as a leading subject matter expert on JAGGAER products.
Principal Responsibilities
As a CSM
Foster Customer Relationship
Develop a trusted advisor relationship with key customer stakeholders and executive sponsors to drive product adoption and ensure customers are leveraging the solution to achieve full business value
Establish periodic touchpoints to ensure customers are informed, engaged, and solicit general feedback.
Address customer inquiries, manage obstacles, and identify ways to drive additional value for customers.
Ensure Customer requests are escalated to the relevant teams
Define Success
Gain knowledge of customer business goals to ensure alignment with product and feature recommendations.
Develop a Success Plan aligned with customer business objectives
Set adoption targets
Assess Value
Proactively analyse usage, adoption and value KPIs using standard/custom dashboards and reports
Create and present Performance Reviews to customers
Maximize Solution Adoption
Advise on solution optimization to meet business objectives
Provide insights on benchmarks and best practices
Engage customers and provide consultative guidance following software releases
Continuously grow and maintain your solution expertise
Contribute to Customer Retention and Growth
Actively work to ensure customer retention
Proactively identify areas of growth
Success in this Position
Consistent high customer health ratings for your portfolio of customers
Customers consider you a trusted advisor with both product and business acumen
You have created a “brand” that puts you in demand for assignment of new customers
Must be proficient in Arabic and English languages
Must be based in Dubai, UAE
Ability to travel (up to 30+%), across MEA.
What We Offer
At JAGGAER you’ll find great benefits, empowering culture, flexible work environment, much more!
Apply now and be part of our success!
Our Values
At JAGGAER, our values shape everything we do—from supporting customers and collaborating with teammates to building products and fostering our culture.
Be Collaborative: Promote mutual respect, work productively with others, and share responsibility for success.
Be Accountable: Own your actions, learn from challenges, and stay proactive to achieve results.
Be Adaptable: Embrace change, encourage innovation, and stay effective through significant transitions.
Job Requirements
Other CSM Team members consider you a collaborative member of the Team
You deliver innovation on how to make our customers successful
Position Requirements
Bachelor’s degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management, required to create, maintain, and enhance customer relationships.
SaaS competencies, including a general understanding of software, hardware, networks, etc.
Proven strong consulting skills.
Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution.
Capable in business process orientation and hands-on client relationship management and services.
Highly motivated, action- and goal-oriented, persistent, with strong interpersonal, consultative, multi-tasking, and problem-solving skills.
Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents.
Develop and maintain expertise in JAGGAER’s software solutions, methodologies, and core technologies, especially the assigned platform.
Ability to lead projects and initiatives for several team members successfully.
You deliver innovation on how to make our customers successful
Position Requirements
Bachelor’s degree or equivalent experience with proven skills in Customer Success, Account Management, or Project Management, required to create, maintain, and enhance customer relationships.
SaaS competencies, including a general understanding of software, hardware, networks, etc.
Proven strong consulting skills.
Ability to work independently, taking initiative to follow through and take ownership of all aspects of client management, including reporting, managing client expectations, and driving tasks and issues to resolution.
Capable in business process orientation and hands-on client relationship management and services.
Highly motivated, action- and goal-oriented, persistent, with strong interpersonal, consultative, multi-tasking, and problem-solving skills.
Strong communication skills, with the ability to create and present client communication and analysis in all formats: verbal, presentation, email, and written documents.
Develop and maintain expertise in JAGGAER’s software solutions, methodologies, and core technologies, especially the assigned platform.
Ability to lead projects and initiatives for several team members successfully.
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