Custome Success - Technical Customer Support

Location: Dubai, UAE (Remote)

Job Summary:

We are seeking a tech-savvy Implementation & Customer Success Executive to lead the successful implementation of QuestionPro software for our clients in the Middle East and Africa. You will build strong client partnerships, solve complex challenges, and deliver tailored solutions. This role involves project planning, execution, and ongoing account management, ensuring client satisfaction and achieving business outcomes. You will act as a key liaison between QuestionPro and client stakeholders, managing implementation teams and collaborating with internal departments to ensure smooth project delivery.

Key Responsibilities:

• Client Success & Management:
  • Lead the implementation of QuestionPro products, translating requirements into detailed project plans.
  • Provide exceptional support throughout the implementation process, building long-term client relationships.
  • Serve as a trusted advisor to senior leadership and project teams, guiding them towards achieving business goals.
  • Present at executive meetings and manage project delivery and support.
  • Develop and manage project plans, including budgets, schedules, and scopes.
  • Perform risk management and manage project changes effectively.
  • Ensure projects are delivered on time, within scope, and within budget.
  • Act as account manager after implementation.
• Collaboration:
  • Align project objectives with QuestionPro and client goals.
  • Coordinate internal and external resources for project execution.
  • Liaise with product, development, and QA teams to ensure timely feature releases and bug fixes.
  • Lead risk identification and resolution.
  • Foster strong client and vendor relationships.
  • Guide clients through best practice sessions and provide mentorship.
  • Collaborate on new service development and training.
• Implementation:
  • Implement QuestionPro solutions for customer experience, employee experience, and market research projects.
  • Lead business process work sessions, document use cases, and develop specifications.
  • Analyze legacy system data and processes.
  • Prepare project delivery materials.
• Communication:
  • Provide regular project updates to the Managing Director and stakeholders.
  • Escalate risks to QuestionPro leadership and client sponsors.

Required Knowledge/Skills:

• 2-3 years of experience leading customer success teams.
• 3-5 years of experience managing SaaS software implementation projects with enterprise clients.
• Bachelor's degree in Computer Science Engineering or a related field.
• Understanding of enterprise software applications and integrations.
• Strong communication and presentation skills.
• Ability to coordinate with client and technical teams.
• Passion for customer service and technology.
• Ability to work remotely with some travel.
• Good judgment and detail-oriented.
• PMP certification preferred.