Customer Success Specialist

Want to work for a growing SaaS platform that is revolutionizing the way companies develop and grow their employees? We’re seeking a youthful, determined and dynamic Customer Success Executive to drive growth and help our clients build a happier, engaged and productive workforce.

We are knacklab.co, an ambitious rising tech startup headquarted in Abu Dhabi that is delivering game-changing employee development tools and services to major enterprise clients across the Middle East. We are looking for someone with great communication skills, is detail oriented, can prioritize effectively, has a strong work ethic and a passion to build great relationships with our enterprise clients.

Responsibilities • Serve as a lead point of contact for our clients on all account management activities • Take ownership of assigned accounts, support client on-boarding and help drive our SaaS platform adoption • Optimize listing content and availability competitiveness on the marketplace to maximize conversions • Support client users through chat support and email • Effectively analyze reports, execute plans on increasing monetized revenue generated from existing accounts • Meet key performance indicators around online bookings ratios, usage, retention, conversions and churn • Ensure positive client experience through effective communication, swift resolution of client user inquiries and requests, sound decision making and problem solving. • Contribute to the development of new product features by collating client feedback received • Identify up-sell and cross sell opportunities and collaborate with sales to create additional value for clients

• Bachelor’s Degree • 1-2 years of account management experience in the internet, or software sectors • Excellent written and verbal communication, presentation, and interpersonal skills • Strong sense of initiative and customer service orientation • Ability to adapt and achieve targets in a dynamic, fast paced working environment • Experience with SaaS or enterprise platforms is desirable • Ideally a keen interest in Learning & Development • Genuine desire for helping people • Proficiency in English • Fast learner • Very strong client-facing and communication skills • A positive and optimistic approach/ language to solving customer problems