Customer Success Manager

Job: Customer Success Manager
Duration: full-time job
Start date: immediately
Location: KSA for Saudi National Only 
Apply: CV and Cover Letter to together@democrance.com

About Democrance
Democrance is an insurance technology company working to make insurance accessible and
affordable to consumers via mobile and digital channels.

We have automated the entire value chain of insurance sales from marketing to claims
processing, resulting in a substantial increase in sales efficiency of insurance campaigns,
allowing insurers to reach new market segments at no upfront cost.

Our digital platform brings together key industries, including insurance and
telecommunications companies as well as organizations which have large and previously
untapped customer bases, allowing low-income, uninsured or under-insured populations to
buy, pay for, use and claim for insurance simply using their mobile phone.

We work alongside leading global insurance providers to support their product and process
innovation, in a bid to increase and complement their sales channel performance, enable
them to capture their digital-savvy customers, while at the same time making insurance
accessible and affordable for those who need it most but can afford it least.

The Customer Success Manager supports the Sales, Product, and Technology
Teams in establishing and nurturing long-lasting relationships with Democrance’s
customers.

Responsibilities include:

● Relationship Building: Engage with executive sponsors, stakeholders and
with the whole customer ecosystem. Focus on earning customer loyalty and
reduce churn.
● Up/Cross-Sell: Identify relevant new projects and growth opportunities;
Business Analysis: Listen and understand our customers’ current and
future technical requirements and work with our Product and Tech Teams to
help prioritize these on Democrance product roadmap.
● Project Management: Plan implementations at a high level and liaise with
the customers’ Project Management Office to ensure projects meet the
business requirements and are delivered promptly.
● Support: Act as the main point of contact for our customers
● Quality Assurance: Provide non-technical quality testing and support to the
Product and Technical teams
● Research: Keep up to date on the evolution of the customer’s ecosystem,
their industry and our competitive landscape.
● Drive Democrance’s Customer Satisfaction Program and ensure that
agreed KPIs are met

Who should apply?

• Dynamic self-starter, entrepreneur at heart: technology experience is preferred, start-up mentality a requirement.
• Strong experience in a customer-focused, account management type of role preferably in the Technology Industry. Recent experience in a business based on Software-as-a-Service (SaaS) products and services.
• Proven record of successfully managing long-term relationships with accounts all organizational levels (C level, IT, Operational…).
• Proven ability to work across geographic and cultural boundaries, to work with complex customers, involving multiple stakeholders and potential partners involved in the ecosystem.
• You thrive on working across a number of different clients and projects in an agile manner.
• 3- 5 Years of working experience in a Customer Success role.
• Excellent communication and stakeholder management skills.
• Fluent in English and Arabic.
• Any other spoken language will be a plus.

What we offer

● A dynamic and exciting start-up environment.
● The opportunity to work for a meaningful cause.
● The potential to grow in one of the most promising social startups in the
region
● A degree of freedom and flexibility to shape the role and experience all sides
of a growing business.
● Flexible working hours and locations.

Apply at Together@democrance.com and please specify your current location and notice period if any.