Senior Merchant Successes Manager

<div><p>Salla is the leading e-commerce enabler platform in Saudi Arabia. Behind this success is a hugely diverse team of hard workers and believers in Salla's mission to be the #1 Best and easiest e-commerce enabler platform in the MENA region. We believe we enable our merchants to live better by raising their income.</p><p>We are seeking a Senior Customer Success Manager who will be accountable for overseeing a portfolio of scaled accounts and ensuring their successful utilization of our products and services. In this role, you will serve as a strategic consultant to these customers, assisting them in accomplishing their objectives and driving adoption and contentment.</p><h3>Responsibilities</h3><ul><li>Lead a team of Customer Success Managers to enhance customer engagement and ensure seamless experiences for mid-market clients.</li><li>Drive gross and net retention targets within the Scaled accounts segment.</li><li>Implement process automation and optimization to enhance scalability and efficiency.</li><li>Collaborate with cross-functional teams on customer engagement campaigns.</li><li>Analyze customer digital journeys to improve overall experience and minimize churn.</li><li>Develop best practices for customer communication throughout the lifecycle.</li><li>Identify reasons for churn and implement strategies to retain customers.</li><li>Implement retention programs to proactively address risks.</li></ul><ul><li>Bachelor’s degree in Marketing, E-commerce, or any related field.</li><li>Experience managing a revenue number and maintaining a forecast.</li><li>Previous proven experience with digital adoption or scaling customer success.</li><li>Proven track record of executing against growth strategies and delivering targets above company expectations.</li><li>Experience in Data management and MS Excel.</li><li>Use data to analyze results and make data-driven decisions.</li><li>Experience in E-commerce, payment, shipping, or logistics companies.</li><li>Problem solver.</li><li>Experience in managing remote teams and working in a remote-friendly environment.</li></ul></div>#J-18808-Ljbffr