Job Description

In fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.

Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi’s airport.

Job Objective

A Customer Success Manager (CSM) is responsible for the successful adoption of our solutions, for building value faster and for making for the product successful in the customer environment. S/He will be a knowledgeable trusted advisor to the customer helping them achieve their business goals and drive greater business value. The objective of the CSM is to increase retention, customer satisfaction, stop customer attrition and nurture innovation.

The CSM is one of the essential interfaces to the customer, accountable for the overall customer well-being. The Customer Success Manager is responsible for constructing and executing individual “Get Well” plans for accounts at risk and plans for nurturing customers. Key activities include engaging continually with customers, establishing trusted relationships, acting as the customer advocate, defining with the customer a “desired” state and orchestrating Guavus solutions towards that desired state.

Our Customer Success Managers work directly with customers to enhance their overall experience with Guavus products, coordinating resources including sales, support, R&D, Professional Services and/or partners -- building a long-standing relationship with customers and the account teams.

We are looking for people with a unique combination of technical expertise, enterprise implementation and project management, and excellent customer facing skills.

Roles & Responsibilities

• Overall responsibility for the customer relationship.
• Partner with the customer to establish a strategic roadmap for product deployment, upgrade and potential expansion. Ability to design, discuss and drive reference architectures.
• Create, document and implement best practices.
• Drive early adopters programs.
• Acting as a liaison between product management and the customer with a focus on communicating the roadmap, guiding customers while planning and managing their implementations and upgrades, and influencing the roadmaps based on customer input.
• Proactive management of customer satisfaction and supporting the renewals process to minimize customer attrition.
• Promoting opportunities for two-way communication between the customer and various groups.
• Ensuring the client takes advantage of best practices and fully leverages customer communities and other resources available as part of product and service contracts.
• Prioritizing, coordinating resources and driving resolution on escalated customer issues.
• Collaborate with sales teams to ensure growth attainment and footprint increase through identifying expansion opportunities.
• Help the customer identify risks to achieving their stated business goals.
• Efficiently and effectively manage customer related projects that require coordination between the customer, Guavus and its partners.

Required Skills/Experience

• Customer facing role (consulting, Professional Services, CTO Office) that includes, but not limited to, issue resolution and escalation management at both the business owner and executive levels
• Deep understanding of the technology, ability to have deep technical discussion with customers. 10+ years of experience.
• Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
• Knowledge of Cloud infrastructures, Big Data Platforms, Data Messaging technologies
• Proficiency in Data domains, Analytics and Data science
• Machine learning and Artificial Intelligence, IOT knowledge a plus
• Proficiency with Data Carriers and service providers environments a must.
• Excellent verbal and written communication skills
• Proven ability to collaborate and build strong relationships with customers especially at the C-level. Proven experience in managing project implementations.
• Bachelor degree required. Master/PhD preferred.
• Experience working in a multi-cultural global organization
• Willing to travel in-country and internationally (25%-50%)

Skills Required

• Communication
• Customer Service