Position Overview:

We are seeking a Regional Customer Success Manager (RCSM) to lead customer success initiatives for our Arabic-speaking clients in the Middle East. This role involves building strong relationships, driving customer satisfaction, and ensuring clients maximize value from our products. The ideal candidate will bring deep regional market knowledge, cultural sensitivity, and expertise in customer success to proactively manage accounts, drive growth, and collaborate cross-functionally for exceptional client outcomes.

Key Responsibilities:

● Client Relationship Management: Proactively develop and maintain strong relationships with key stakeholders at corporate clients using WegoPro's travel and expense management platform. Act as the primary point of contact, ensuring their needs are not only met but exceeded, andadvocate for WegoPro’s value at every step.

● Customer Success Planning: Develop and execute tailored success plans for each client, focusing on driving adoption of WegoPro’s platform, achieving their business objectives, and ensuring long-term satisfaction and retention. Align plans with their specific travel and expense management needs.

● Strategic Account Management: Manage a portfolio of high-value corporate clients, providing strategic guidance on how to optimize their use of WegoPro’s features and tools. Drive insights that help clients maximize the value of their partnership with us, with a focus on enhancing the overall travel management process.

● Proactive Engagement: Engage regularly with clients through meetings, calls, and other communication channels to provide proactive support, gather feedback, and resolve any issues related to WegoPro’s platform. Actively monitor customer health to ensure smooth, uninterrupted service.

● Data-Driven Insights: Use analytics and data from WegoPro’s platform to identify trends, track usage, and anticipate client needs. Provide actionable insights that help clients improve their travel and expense workflows, driving better outcomes.

● Cross-Functional Collaboration: Collaborate closely with WegoPro’s Sales, Product, and Support teams to ensure a seamless customer experience. Communicate client feedback and insights to internal teams, helping to drive continuous improvement in our platform and services.

● Escalation Management: Proactively identify potential issues in client accounts and manage escalations efficiently, ensuring quick resolution. Maintain high levels of client satisfaction by addressing concerns in a timely manner and keeping stakeholders informed.

● Regional Expertise: Leverage your knowledge of the regional market and cultural nuances to tailor customer success strategies for clients in different regions. Ensure effective communication and support, considering regional business practices and the specific needs of clients in the MENA region.

Qualifications:

● Bachelor’s degree in Business, Management, or a related field.

● 5+ years of experience in Customer Success, Account Management, or a related role, focusing on managing enterprise or high-value clients. Support experience will not be considered.

● Experience in the business travel (management) industry is preferred.

● Strong understanding of the MENA region, with hands-on experience working with clients in Gulf and surrounding countries.

● Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels.

● Proven track record of driving customer success and achieving high client satisfaction and retention rates.

● Proactive mindset with the ability to anticipate client needs and address them swiftly, ensuring timely solutions and preventing potential issues.

● Data-driven mindset with strong analytical skills and experience using customer success metrics to drive decisions and continuously improve outcomes.

● Ability to work independently, manage multiple priorities, and deliver high-quality results in a fast-paced, dynamic environment.

● Experience working with global teams and managing cross-border relationships with a swift response time and agility to meet client expectations.

● Proficiency in Arabic and English is required; additional languages are a plus.