Storm2 Looking for Head Of Customer Success at Dubai,UAE Full Time

Description:

We are hiring a Head of Customer Success to expertly develop and execute strategies for our client across its multi-market, multi-asset class trading platform.

The Head of Customer Success will be responsible for client and product support in the highly technical and fast-paced world of financial markets and digital wealth management. The ideal Head of Customer Success will have extensive experience in leading and managing product support teams for the company, where they will address queries from the clients.

As the Head of Customer Success, he or she should be capable in building and maintaining a great team of product support analysts and product support specialists with proper knowledge of the business and product domain. He or she needs to be able to define, build and manage a “follow-the-sun” model operating in different time zones.

The Head of Customer Success is our client’s top technology support, playing a key role in the roadmap to success, including being the “face” of client and product support for the company.

📌Responsibilities

✅ Leading, building and maintaining a strong team of product support analysts and product support specialists with great understanding of the business and product domain to provide excellent product support to clients

✅ Accountable for daily operations of financial trading, market data and portfolio products

✅ Ensuring that the market data is accurate and updated

✅ Monitoring and responding to product alerts and proactively addressing any product issues to ensure strong user experience

✅ Responsible for managing client communications and arranging remediation efforts across various support, product and SRE teams

✅ Track any longer-term and permanent resolution of issue that caused the incident through the full delivery lifecycle

✅ Producing Incident Reports with the input of the incident response teams

✅ Accountable to drive failure demand down by providing support analysis and insights into products issues

📌Requirements

✅ Proven 10+ years of experience in Client and Product support roles

✅ 5+ years of experience in building and leading high-performance teams

✅ Strong people skills (Client empathy, Managing client expectations and Inspiring internal support group)

✅ Expert knowledge in managing service desks (IT as a service) with a focus on service delivery and issue resolution

✅ Experience in improving product support knowledge on Tier 1 and 2 levels and provide support continuity

✅ Keen interest in statistics and data insights as a driver of continuous service and product improvement

✅ Handing issue triage, including impact and severity analysis to inform prioritisation

✅ Strong experience in coordinating incident and problem resolution

✅ Able to manage client expectations and drive towards a win-win outcome

📌Good to have

✅ Experience in the Financial Markets Industry

✅ Knowledge of FIX based financial transactions

✅ Handled service management tools like Jira Service Desk

✅ Experience in IT service management (ITSM) framework with a focus on service request management, knowledge management, incident management and problem management