{"id":2159821,"url":"https://alion.io/job/damacproperties-manager-customer-success","title":"Manager-Customer Success","company":{"id":446521,"name":"DAMAC Properties","domain":"damacproperties.com","url":"https://alion.io/company/damacproperties","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":null},"role":"Customer Success","role_family":"Customer 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Manager should have significant experience in business development within a similar organisation and ideally possess a strong understanding of the data centre industry.\nBachelor's degree in Business Administration, Management, IT, Communications, or a related field.\nMaster's degree is advantageous.\nCertified Customer Success Manager (CCSM).\nCustomer Success Certification.\nProject Management certifications such as PMP or PRINCE2.\nITIL Foundation Certification is advantageous for service-based environments.\nRelevant SaaS, Cloud, Digital Transformation, or Product Certifications.\nMinimum 5 years' experience in Customer Success, Account Management, Client Relations, or similar customer-facing roles.\nExperience in technology, digital projects, or service-driven environments is preferred.\nExperience managing enterprise customers is advantageous.\nCapabilities & Skills\nStrong customer focus and relationship-building abilities.\nExcellent communication and presentation skills.\nStrong analytical and critical-thinking capabilities.\nCross-functional collaboration skills.\nEffective time management and ability to manage multiple priorities.\nAbility to work under pressure and handle escalations.\nAdaptability within a fast-paced and dynamic environment.\nCustomer relationship skills include the ability to build trust and long-term client relationships, understand diverse customer needs, and conduct customer review meetings while presenting insights effectively.\nCommunication skills include strong verbal and written communication, the ability to facilitate customer workshops, and the capability to simplify complex concepts for non-technical stakeholders.\nTechnical and product skills include familiarity with data centre environments, cloud solutions, or digital platforms, the ability to interpret customer data and performance metrics, understanding of ticketing systems such as BMC, Jira, and ServiceNow, and experience working with API-based products or integrations.\nAnalytical and problem-solving skills include identifying customer risks early, understanding root causes, recommending practical solutions, interpreting dashboards and KPIs, and creating structured action plans.\nProject and time management skills include managing multiple customer accounts, planning onboarding and lifecycle journeys, coordinating escalations across departments, and ensuring timely follow-up and issue resolution.\nCommercial and business acumen include understanding customer value drivers, identifying upsell and cross-sell opportunities, supporting renewals, and preparing business cases and usage insights that support customer retention.\nRoles, Responsibilities & Authorities\nCustomer Relationship Management: Act as the primary point of contact for assigned customers, maintain long-term engagement and satisfaction, and conduct regular reviews, check-ins, and feedback sessions.\nOnboarding & Adoption: Lead onboarding programmes, support customers through adoption stages, maximise product and service utilisation, and monitor customer engagement against agreed milestones.\nSuccess Planning & Monitoring: Develop customer success plans aligned to business goals, track customer health and risks, identify opportunities, and recommend improvements to enhance outcomes.\nIssue Resolution & Escalations: Coordinate with Operations, Technical, Finance, and Support teams to resolve issues, escalate critical cases when required, ensure timely closure, and maintain SLA compliance.\nGrowth & Retention: Identify renewal, upsell, and cross-sell opportunities, support Sales during commercial discussions, and drive customer retention through proactive engagement.\nReporting & Documentation: Maintain accurate customer records within CRM systems, prepare reports and presentations, and provide insight into customer trends, risks, and improvement opportunities.\nAuthority: Communicate commitments within approved company guidelines, recommend process and service improvements to management, and support commercial decision-making in collaboration with Sales Leadership.","description_format":"text","description_chars":4118,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Development","Residential Real 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