Customer Success Manager

Position Overview:

As a Customer Success Executive at Malaeb, you will play a crucial role in ensuring the satisfaction and success of our customers. You will be responsible for building strong relationships with clients, providing exceptional support, and proactively identifying opportunities to enhance the customer experience. The ideal candidate is a motivated self-starter with a passion for sports and a commitment to delivering outstanding service.

Responsibilities:

Customer Onboarding and Training:

• Guide new customers through the onboarding process.
• Provide training sessions to ensure customers can fully utilize our platform.
• Address any questions or concerns during the onboarding phase.
• Work with development team on created an automated onboarding process through the booking software

Customer Support:

• Serve as the primary point of contact for customer inquiries and issues.
• Respond promptly to customer queries via email, chat, and phone.
• Troubleshoot and resolve customer problems, working closely with the technical team when necessary.

Relationship Building:

• Develop and maintain strong relationships with key customers.
• Regularly check in with customers to assess satisfaction and identify areas for improvement.
• Act as an advocate for customers within the company, ensuring their needs are understood and addressed.

Product Feedback:

• Gather customer feedback on our platform and services.
• Communicate customer needs and insights to the product development team.
• Collaborate with cross-functional teams to implement improvements based on customer feedback.

Retention and Upselling:

• Monitor customer engagement and usage patterns.
• Identify opportunities for upselling additional services or features.
• Work to retain and expand customer accounts through proactive relationship management.

Qualifications:

• Bachelor’s degree
• Proven experience in a customer success, account management, or similar role is a plus
• Excellent communication and interpersonal skills.
• Strong problem-solving ability with a customer-centric mindset.
• Knowledge and passion for sports and the sports industry.
• Ability to work independently and collaboratively in a fast-paced startup environment.
• Strong analytical and data background