Sr. Manager, Customer Success

If you are obsessed with designing, implementing, chasing, and rallying for the perfect customer journey, and you have a superhero leader to be unleashed inside of you. We are looking for you to join us in our journey of revolutionizing MENA Retail and F&B markets with innovative technologies. The Customer Success Senior Manager (CSSM) will be the key holder of the after-sales journey from A to Z. You will lead the Customer Happiness, Customer On-Boarding, Customer Success, and Data Entry functions into going above & beyond for Marn’s customers. From implementing innovative solutions to field visits. No matter what it takes, the CSSM will lead by example Marn’s efforts in providing the best customer experience across MENA. Marn is moving towards providing one of the top 10 customer experiences across the MENA region. Supporting our customers to accomplish their life goals is what keeps us awake at night. We believe the best way to support our customers is to help them tap into the potential of Marn’s products. That is accomplished through an intelligent customer journey that satisfies the needs of each customer given their unique circumstances. Along with supporting the executive management team to plan for the continuous development of Marn customers’ experience. The CSSM will also be the executor of Marn’s plans in that regard. Great businesses create value for everyone involved. Marn is a great business. Hence, we are determined to create the biggest possible value for our customers. Our efforts in that regard are measured by our customers’ LTV. All the CSSM will be doing from strategizing, planning, executing, implementing, hiring, and leading. Should be solely to boost Marn customers’ LTV. About Marn:Marn is a technology company established in 2017. It was acquired by Jahez recently. The company develops Point of Sale (POS) “AKA cloud cashier system” software integrated with payment services to provide a one-stop solution for businesses in F&B, Retail, Entertainment, and Services. Marn grew massively in the past two years and continues accelerating its customer base’s growth.Here at Marn, we aspire to become close friends working together towards disrupting the industry. We plan to accomplish our vision & mission via a strong desire to win, embrace mistakes, and make bold moves. We rely on radical candor in our learning to never repeat the same mistakes. We care personally, yet challenge directly. Being part of Marn, you should expect to make mistakes, be challenged while challenging others, and WIN big.What You’ll Do:You will accumulate an understanding of Marn’s products, value proposition, customer segment, policies, procedures, industries, and product roadmap like no other personWork with the executive management of Marn to plan, implement and execute strategies to develop Marn customers’ experienceEnhance processes & workflows to boost Customer Success teams’ productivity & happinessLead, guide, and mentor the Customer Success teams towards world-class practices of customer interfacingMaintain a green level of all Customer Success metrics & KPIs ex: Retention, NPS, LTV, Churn, Response time, etc.Maintain a 360 view of the entire customer journey at all times and develop procedures, processes, and workflows to eliminate frictionAct as the voice of customers inside Marn by establishing the deepest understanding of Marn’s customers’ needs & desires, then transfer the knowledge internallyBecoming a superhero rule model for the CS team in being customer-centricContinue the development of Marn’s CS department to support the next phase of Marn’s growthReady to be a champion representative of Marn in executive events & meetings when requiredPlanning and executing the hiring of teams with customer success obsession to support Marn’s growing customer baseRequirements & Skills:Bachelor’s degree in Industrial Engineering, Business Administration, or similar fieldsSuperior communication skills in Arabic & English both written and verbalEstablished experience in customer-facing positionsObsession with spreading happiness and maintaining customer satisfaction at the optimum levelA long track of managerial experienceSuperhero leadership skills shaped by leading functions in rapid-growth environmentsConflict resolution skillsEstablished Analytical skillsEmpathy & patience to handle complicated situationsA master in multitaskingA hero in strategic planning and project managementEfficiency in field-related technical toolsPerks & Benefits:Health insurancePerformance-based annual bonusAn opportunity to have a driver’s seat in a rapidly growing tech company