Customer Success Manager

About Our Client

Job Overview

Client Success & Deployment Specialist

Working Hours

• Monday to Friday, 9 A.M. to 5 P.M. (UAE time)
• Occasional weekend or evening availability depending on client needs

Client Onboarding & Training

• Lead onboarding sessions for new clients, introducing platform features and best practices
• Train hospitality staff (FOH, BOH, F&B, housekeeping, spa, IT) on system usage
• Create and deliver training materials, walkthroughs, and demo sessions
• Provide follow-up training refreshers for new features
• Conduct remote and on-site onboarding depending on venue location

Deployment & Go-Live Execution

• Manage the full deployment lifecycle from project initiation → configuration → go-live
• Conduct site visits for hotels, resorts, and restaurants as needed
• Coordinate QR code generation, printing, delivery, and placement across properties
• Ensure QR coverage is optimized for service usage, ordering flow, and guest experience
• Collect and validate all required client assets (menus, SKUs, pricing, locations, service mapping, images, etc.)
• Configure menu structure, categories, offers, bundles, room/area mappings
• Review digital menus and flows with the client before launch
• Perform testing for key journeys: ordering, notifications, feedback, escalation, guest navigation
• Act as primary contact during go-live, ensuring early adoption and quick troubleshooting

Customer Success & Relationship Management

• Own a portfolio of accounts and maintain long-term customer satisfaction
• Build strong, trusted relationships with F&B Heads, GMs, Operations Directors, Procurement, and IT
• Anticipate client needs and propose value-adding features and workflows
• Lead renewals, upsells, feature expansion, and cross-property rollouts
• Support case study collection, referral requests, and testimonial coordination
• Monitor client activity post-go-live to ensure healthy usage levels

Support, Troubleshooting & Issue Resolution

• Handle escalated issues or urgent operational incidents
• Diagnose problems, replicate issues, and communicate findings to technical teams
• Provide clear instructions and workarounds to resolve client challenges
• Manage expectations and proactively update clients on resolution progress
• Maintain SLAs, ticket notes, follow-ups, and closure documentation

Collaboration, Reporting & Internal Feedback

• Log all customer interactions, visits, calls, and follow-ups in HubSpot CRM
• Gather structured feedback and convert insights into product requests
• Identify trends or recurring issues to improve onboarding or platform UX
• Collaborate with tech, product/UX, and sales teams for bug resolution, usability improvements, and upsell opportunities
• Deliver deployment and performance reports as required
• Share client health status, risk flags, complaints, and feature adoption metrics

Additional Expectations

• Willingness to travel for deployments and onsite go-lives
• Ability to work flexible hours when launch dates fall outside standard timing
• Maintain professionalism on-site with hospitality teams at all levels
• Represent the client in a polished and consultative manner

Qualifications

• 4–7 years of experience in customer support, client success, or account management (hospitality tech or SaaS preferred)
• Proven track record of managing client relationships and resolving escalated issues
• Strong leadership and communication skills, confident in face-to-face interactions with senior hospitality staff
• Fluency in English required (Arabic, French, or other languages are a plus)
• Tech-savvy and comfortable explaining software systems to non-technical users
• Must hold a valid UAE residence visa
• Must have a personal car and driver’s license for client visits
• Must have a personal laptop for work use
• Highly organized, proactive, and capable of working independently
• Willingness to travel within Dubai and occasionally to other emirates or GCC countries

Salary