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Customer Success Manager

Company Name: InTWO
Employment Type:Full Time
Location: Dubai
Experience: 7 years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
About the job
The Customer Success team in InTWO is responsible to drive success for our Customers through knowledge of entire ecosystem, striving shortest time to attain value realization and bringing them closer to their aspired success goal. 
Responsibilities will include proactive interactions with stakeholders internally and externally while striving to achieve and maintain the highest satisfaction levels with Customers with InTWO services. Fostering a strong relationship and bringing value proactively with all Customers through regular catchups, addressing challenges and working with internal InTWO departments, will be key to automatic renewals, upsells and cross-sells as well as mutual win-win situations for all stakeholders. 

You will need
• Bachelor’s Degree(B.Tech/Bcom/BCA) Or Masters Degree(MBA/MCA/MCOM/CA).
• Minimum 7 years of ERP Customer Support/Implementation experience.
• Being able to handle both technical and functional areas
• Working knowledge of Microsoft Dynamics or other enterprise resource planning (ERP) systems highly desired
• Demonstrated proficiency of enterprise resource planning (ERP) systems highly desired. Proven ability to learn, understand, and apply new systems and software.
• Being able to handle both technical and functional areas
• Skilled in understanding customer needs and providing quality customer service.
• Excellent oral and written communication and presentation skills.
• Strong interpersonal skills, especially a customer service-oriented attitude.

What you need to do ?
• To manage Large Enterprise customers on Post implementation/Support Service.
• Build strong customer relationships, especially with key internal stakeholders.
• Manage all the customers across the region.
• Always strive to provide exceptional customer experience
• To ensure the SLA adherence for the customers are in line with the contractual terms.
• Monitor the ERP support queues and ensures cases are moved through the support process in a timely manner and escalated when appropriate to bring to quicker resolution.
• Conduct remote, classroom, and one-on-one ERP end-user trainings as needed.
• To manage teams – allocation, utilisation, productivity of the resources.
• To train and be trained on latest in the tech stack that InTWO operates.
• To manage the overall P&L of the division and ensure it is profitable Handle Contract renewal, invoicing and collection.
• Daily / weekly/ monthly reporting of key performance metrics / scores.

Who are we?
InTWO is a leading full-service Managed Services Provider (MSP) for Microsoft Azure and critical business applications with over 20 years of experience. We serve more than 1,000 enterprise customers in over 40 countries, from 9 offices around the world (Seattle, San Diego, Puerto Rico, Amsterdam, Saudi Arabia, Dubai, Bangalore and Singapore). Our mission is to help companies achieve more with cloud technology. We are committed to taking businesses to the next level by enabling and delivering the most innovative and flexible cloud infrastructure, productivity and business application solutions. With our integrated, global capabilities in the Microsoft Cloud – Azure, Modern Workplace, Dynamics 365 and Data and AI, InTWO is part of the Global Azure Expert Managed Services Provider program, has more than 10 Microsoft Gold competencies and is member of the Azure Elite Group.