Overview
As a Manager - Customer Success, you will play a critical role in driving client satisfaction and ensuring the successful delivery and adoption of Inception's AI solutions. This role emphasizes client management, solution delivery, and continuous engagement with our partners to enhance their experience and maximize the value of our products. You will work closely with cross-functional teams to address client needs, ensure seamless onboarding, and build strong, lasting relationships.
Inception is the UAE's national-scale enabler in AI Research and Development. Partnering with Microsoft's AI SaaS, we offer domain-specific Agentic AI Orchestrator platform utilizing reasoning agents for precise and cost-effective services. Our focus includes AI incubation, IP creation, applied AI R&D, and AI investment products. By creating models tailored to specific domains and languages, we ensure superior accuracy and efficiency. Collaborating with top universities and industry giants to drive significant advancements in AI technology within the region.
Responsibilities
Client Relationship Management & Delivery
- Serve as the primary point of contact for clients, managing the entire customer lifecycle, from onboarding to ongoing support, ensuring a high-quality experience.
- Lead solution delivery, ensuring products are implemented efficiently and align with clients operational goals and strategic objectives.
- Actively engage with clients to understand their evolving needs, gathering feedback to inform product improvements and drive satisfaction.
Customer Success Strategy & Performance
- Collaborate with the Director of Customer Success to define and execute strategies that enhance client experience, satisfaction, and retention.
- Develop and monitor key performance indicators (KPIs) for customer success, including product usage, customer satisfaction, and adoption rates.
- Ensure alignment with sales, marketing, and product teams to drive a consistent, cohesive approach to client engagement and success.
Issue Resolution & Client Advocacy
- Act as a client advocate within Inception, escalating and addressing issues promptly to meet client expectations and maintain strong relationships.
- Proactively identify and address potential challenges that clients may face, developing solutions to mitigate issues and enhance satisfaction.
- Implement a feedback loop with clients to capture insights on product performance, usability, and customer service, advocating for improvements where needed.
Cross-functional Collaboration & Process Improvement
- Collaborate closely with product, engineering, and R&D teams to ensure solutions are delivered as promised and any technical challenges are resolved effectively.
- Contribute to refining processes and methodologies that optimize customer success operations, enabling scalable, efficient client management.
- Support the development and delivery of client training materials and resources to promote effective product usage and self-service capabilities.
Qualifications
Skills and attributes for success
- Bachelor's degree in Business, Finance, Technology, or a related field; an advanced degree is a plus.
- 5+ years of experience in customer success, client services, or account management, preferably in a technology-driven or SaaS environment.
- Proven track record of managing client relationships, driving adoption, and improving client satisfaction metrics.
- Strong problem-solving and conflict-resolution skills, with the ability to navigate complex client needs and deliver solutions.
- Excellent interpersonal and communication skills, with a talent for building strong client relationships and advocating for their needs.
- Familiarity with AI, machine learning, or SaaS solutions is a plus, along with experience in financial or technology sectors.
What we look for
If you are a performance-driven, inquisitive mind with the agility to adapt to ambiguity, you will fit right in. You should be eager to explore opportunities to build meaningful collaborations with stakeholders and aspire to create unique customer-centric solutions. Bias for action and a passion to conquer new frontiers in the AI space is at the heart of the Inception community.
What working at Inception offers
Culture: An open, diverse and inclusive environment with a global vision that encourages personal growth and focuses on ground-breaking, industry-first innovations.
Career: Outstanding learning, development & growth opportunities via structured training programs and innovative, high-tech projects.
Work-Life: A hybrid work policy to strike the perfect balance between office and home.
Rewards: A competitive remuneration package with a host of perks including healthcare, education support, leave benefits and more.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
