Customer Success Architect
Job Description
<p><strong>At Maqsam, </strong>we’re building<strong> the friendliest cloud communication suite in MENA.</strong></p><p><br></p><p>With <strong>Maqsam</strong> businesses can:</p><p><br></p><ul><li>Make and accept calls from anywhere in the world to anywhere in the world.</li><li>Obtain phone numbers inside and outside the region without friction.</li><li>Create interactive voice responses easily.</li><li>Supervise and record teams of call centre agents.</li><li>Provide support to their customers over WhatsApp and other text channels.</li><li>And much more!</li></ul><p><br></p><p>We are looking for a <strong>tech-savvy professional</strong> with a compassionate sense toward the best interest of our customers to join our Customer Success team. <strong>As our Customer Success Architect</strong>, you will be responsible for onboarding clients to Maqsam, identifying key accounts to establish and maintain relationships, as well as upselling the KAs to ensure growth and retention. Members of the team will work closely with our Sales, Product Management, and Engineering teams to provide clients with the service they deserve and improve loyalty to our platform.</p><p><br></p><p><strong><u>Your top responsibilities:</u></strong></p><p><br></p><ul><li>Onboard new clients to Maqsam and provide them with the expected support and training to be able to use our product at its full potential.</li><li>Identify key accounts and establish and maintain relationships with them.</li><li>Upsell the key accounts to ensure growth and retention.</li><li>Handle cases independently and demonstrate a strong sense of ownership towards the tasks and client accounts.</li><li>Optimize client inquiry and issue resolution, as well as an obsession towards fulfilling their needs.</li><li>Be result-oriented and comfortable dealing with numbers.</li><li>Be a curious self-starter with an ability to learn and adapt quickly.</li></ul><p><br></p><p><strong><u>What we expect from you:</u></strong></p><p><br></p><ul><li>Proven experience in customer success, managing key accounts, sales or a similar role.</li><li>Excellent verbal and written communication skills in English and Arabic.</li><li>A strong sense of ownership, responsibility, and attention to detail.</li><li>Familiarity with CRM software and customer support tools.</li><li>Good analytical and problem-solving skills.</li><li>Experience in the telecommunications industry is a plus.</li></ul><p><br></p><p><strong><u>What we provide:</u></strong></p><p><br></p><p>You’ll join our <strong>world-class team of seasoned professionals</strong> who have done work for Google, Yahoo!, Microsoft, Verizon Wireless, Orange, Zain and others, to help maximize our scope of profitability following the best practices. You’ll be exposed to the wonderfully competitive world of SaaS business, and we promise you’ll be proud of being part of it.</p><p><br></p><p>On the other hand, we will <strong>provide you</strong> with the following:</p><p><br></p><ul><li>A very friendly and relaxed work environment with flexible working hours.</li><li>Attention to your personal and professional growth.</li><li>Many opportunities to learn to become a world-class professional.</li><li>A competitive compensation.</li><li>Transparency across the company.</li><li>A team that often has interesting, entertaining, educational, and thought-provoking discussions.</li><li>First-class health insurance.</li></ul>
