Position Title

Customer Success Team Leader

Reports To

Customer Success Manager

Job code

Grade 5

Position Summary

The Customer Success Team Leader is a key role responsible for providing direct impact on revenue retention by owning the post-sales customer experience and engagement, driving adoption and value realization for our subscription customers. Ultimately, the CSM represents the customers’ interests in realizing value from Property Finder digital products and solutions.

The Team Lead will be a future leader in the organisation and will support their peers to achieve growth targets and develop the overall group.

The suitable applicant is expected to establish and maintain strong relationships with professional real estate companies and grow the business across UAE.

As a largely autonomous role, this position is suitable for mature sales or customer success professional candidates who possess excellent communication, presentation, and time management skills.

Team size

9

Key Responsibilities

• Assist in coaching and developing the team by conducting observation meetings each month with Managers and direct CPS reports
• Drive CSM strategy by improving processes and driving change to add value to the sales engage
• engage with other senior stakeholders to align marketing/product priorities with the CSM vision
• Co-Lead weekly team meetings with the Manager
• Provide weekly reporting updates for the team to ensure goals will be exceeded
• Conduct 1:1 meetings with their direct reports
• Partner on key strategies that drive the growth of the team and the overall success of the CSM function
• Identifies opportunities for client retention and engagement
• Collaborating with various internal departments to ensure all clients' requests are fulfilled promptly.

P/L responsibility

No

Desired Qualifications

• 3 to 5 years of Enterprise customer success experience in a SaaS/Subscription environment.
• Excellent verbal and written communication skills to communicate product ideas to clients.
• A good understanding of the real estate industry.
• Strong customer service mindset that requires patience while dealing with different types of customers.
• Exceptional analytical skills for analyzing client data and suggesting solutions
• Time management and strong organizational skills
• Problem-solving skills to help resolve customer complaints.

Skills & Behaviors of Successful Candidates

• Fluent in English, Arabic is an advantage
• Highly computer literate – adept at Google Sheets and Slides.
• Bachelor's degree in business, marketing or science major
• Exceptional oral and written communication skills internally and externally.
• Focused, reliable and responsible self-starter that can self-manage with strong critical-thinking skills.
• Experience with Salesforce or similar CRM.
• Experience in real estate, media, tech, software, advertising and/or marketplace-based businesses preferred.