Position Title

CSP 

Reports To

CS -Team Lead

Position Summary

The Customer Success Partner (CSP) is a key role responsible for customer retention of our first year clients. The first year CSP will own the post-sales customer experience and engagement, driving adoption and value realization for our subscription customers through nurturing and coaching on how to be successful. Ultimately, the CSP represents the customers’ interests in realizing value from Property Finder digital products and solutions. The CSP will focus on key accounts for which they will be responsible for leveraging data around customer health to effectively collaborate with cross-functional teams to drive customer outcomes, client satisfaction and overall revenue growth. The CSP will own the revenue targets up to the first renewal and identify future growth opportunities. Strong relationship building skills and a passion for helping customers succeed, combined with an affinity for metrics and analytics, are key to success in this role. 

Key Responsibilities

• Guide new customers through the onboarding process, from account setup to full product utilisation.
• Collaborate with sales, Customer Experience, and product teams to ensure a seamless transition for the customer.
• Enhance customer satisfaction through conducting training sessions, workshops and webinars to ensure customers understand best practice on how to use features and services to ensure maximum value from their investment.
• Act as the primary contact for first year customers, nurturing strong relationships, to ensure overall customer retention up to their first renewal
• troubleshooting issues and addressing inquiries promptly.
• Monitor and setup key health metrics to measure effectiveness and identify areas for improvement.
• Coach customers to identify goals and challenges and align on the metrics and success plan that will drive their success.
• Leverage technology to increase efficiencies and make processes scalable.

The Person

Desired Qualifications

• Bachelor's degree in business, marketing or science major

• At  least 3-5 years in a SAAS/Subscription environment
• Experience managing multi million AED quota and helping business owners to deliver ROI
• Ability to interpret data and make complex things simple for our customers
• Strong organizational, multitasking and time-management skills.
• 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.
• Fluent in English, Arabic preferred

Skills & Behaviors of Successful Candidates

• 100% Align and represent Property Finder’s Core Values and be an example of leadership
• Serve as a brand ambassador for Property Finder, representing the best interests of the company and partners
• Seasoned sales professional with a solid track of achieving targets and has solid experience in managing existing customers including renewal, upsell and cross sell
• Solid experience in selling products and services delivered through SaaS or as a Subscription
• Strive to understand how your customers are using your products and can help them enhance their utilization and the value they extract out of your solutions
• Take  pride in providing reliable forecasts to the business
• Consultative approach. Understand ROI analysis and can put together business reports and business proposals to help convince customers and speedup their business decisions
• Effective communicator and show up always prepared
• Team player and do you collaborate with other functions to deliver the best results for the company and the customer.

Property Finder Principles

• Move fast and make things
• Data beats opinions
• Don’t confuse motion with progress
• Failure is success if we learn from it
• People over pixels