Customer Success Manager

Description

Summary: Seeking an experienced Customer Success Manager to build long-term client relationships, drive satisfaction, and ensure maximum value from products and services for a Middle East packaging solutions provider. Highlights: 1. Build and maintain strong customer relationships with key decision-makers 2. Coordinate with internal teams to deliver an outstanding customer experience 3. Identify opportunities for customer growth and cross-selling About the Role AEP Group Middle East Packaging Solutions provides industrial packaging products, flexible packaging solutions and technical support to manufacturers, distributors and commercial clients across the Middle East. We are seeking an experienced Customer Success Manager to build long\-term client relationships, drive customer satisfaction and ensure customers receive maximum value from our products and services. The successful candidate will serve as the primary point of contact for key accounts, coordinating with sales, operations, logistics and technical teams to deliver an outstanding customer experience. This role requires a proactive professional with excellent relationship management, communication and problem\-solving skills who can identify opportunities for customer growth while ensuring high levels of service quality. Key Responsibilities **Customer Relationship Management:** Build and maintain strong relationships with assigned customers and key decision\-makers. **Account Management:** Serve as the primary contact for customer enquiries, product support and service requests. **Customer Onboarding:** Guide new customers through onboarding, product implementation and service adoption. **Customer Success Planning:** Develop account success plans that align with customer objectives and business needs. **Issue Resolution:** Coordinate with internal departments to resolve customer concerns, delivery issues and product\-related enquiries in a timely manner. **Order Coordination:** Work closely with sales, logistics and warehouse teams to ensure accurate order processing and on\-time delivery. **Customer Retention:** Identify risks affecting customer satisfaction and implement proactive retention strategies. **Business Reviews:** Conduct regular customer meetings to review service performance, product usage and future requirements. **Cross\-Selling Opportunities:** Identify opportunities to introduce additional products and services that provide value to customers. **Performance Monitoring:** Track customer satisfaction, service metrics and account performance using CRM systems. **Customer Feedback:** Gather customer feedback and collaborate with internal teams to improve products, services and operational processes. **Reporting:** Prepare account reports, customer performance updates and management summaries. **Contract Support:** Assist with contract renewals, pricing discussions and service agreements. **Market Awareness:** Stay informed about industry developments, competitor activities and customer requirements. **Team Collaboration:** Work closely with sales, technical support, operations and finance teams to ensure exceptional customer service. What We Are Looking For * Bachelor's degree in Business Administration, Marketing, Supply Chain Management, International Business or a related field. * Minimum of 3 years of experience in customer success, account management, client services or B2B customer relationship management. * Experience working with manufacturing, logistics, industrial products or packaging companies is preferred. * Strong communication, negotiation and interpersonal skills. * Excellent customer relationship management abilities. * Experience using CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot or similar systems. * Strong analytical and problem\-solving skills. * Ability to manage multiple customer accounts simultaneously. * Proficiency in Microsoft Office applications, particularly Excel, Word and PowerPoint. * Excellent written and spoken English communication skills. * Arabic language skills are an advantage. * Strong organisational and time\-management abilities. الراتب المدفوع: QAR١٠٨٬٠٠٠٫٠٠ لكل عام موقع العمل: بشكل شخصي