Customer Success Senior Manager

CEQUENS, the leading cloud communication platform in the Middle East and Africa, is seeking a Customer Success Manager to join their innovative and fast-paced team. As a Customer Success Manager, you will be responsible for building and maintaining client relationships, ensuring their satisfaction with CEQUENS' services, and maximizing revenue opportunities. This role requires strong communication skills, attention to detail, and the ability to drive results.

CEQUENS offers a proprietary Communication Platform that leverages SMS, Voice, Push Notification, Email and Chat Apps APIs, and is scalable, secure, reliable and trusted by more than 1200 enterprises worldwide. With major clients like HSBC, Google, Alibaba, Careem, Telegram, Anghami, Jumia, and AlRajhi Bank, CEQUENS is in the business of simplifying communications and building bridges to allow businesses to communicate with their customers, no matter where they are.

Responsibilities

• Build and maintain excellent client relationships to ensure customer satisfaction and drive revenue growth
• Act as the main point of contact for customers and address their inquiries, concerns and requests in a timely and efficient manner
• Develop and maintain a deep understanding of CEQUENS services, features, and best practices to provide expert guidance and support to clients
• Collaborate with cross-functional teams (sales, marketing, product, technical support, etc.) to drive successful customer onboarding, adoption, and retention
• Conduct regular business reviews to measure customer satisfaction and identify areas for improvement
• Provide training and support to clients on CEQUENS' proprietary Communication Platform and its tools and features
• Ensure contract agreements and Service Level Agreements (SLAs) are met and exceeded