Customer Success Director

About the Role

As a Customer Success Director at Backbase, based in Dubai, you will lead initiatives to deepen customer satisfaction and success throughout the Middle-East. You will ensure customers maximize the benefits of Backbase's Engagement Banking Platform, frequently traveling across the region to cultivate strong partnerships with executives and program leaders alike.

Key Responsibilities

• Build and maintain robust, enduring connections with key clients across the region.
• Engage with senior-level stakeholders regularly to comprehend their changing requirements and position yourself as a trusted adviser throughout the software development cycle.
• Guide multi-stakeholder discussions to align customer goals with Backbase offerings by resolving any hurdles to adoption and license utilization.
• Collaborate with customers to uncover opportunities that enhance the value derived from Backbase products.
• Partner with the Customer Advisory team to tailor business cases to local markets, ensuring alignment with regional and bank-specific objectives and maximal utilization of product capabilities.
• Preemptively identify issues and drive solutions aligned with client business aims.
• Create joint success strategies with senior executives targeting clear, strategic objectives.
• Engage actively in customer roadmap planning to guarantee business case realization during the lifecycle of programs.
• Spot and foster advocates willing to share success stories, supporting marketing to generate case studies and testimonials highlighting customer achievements.
• Collect and analyze product usage and user feedback to offer actionable insights, collaborating on feature requests alongside Services and UX Research teams to steer product development improvements.
• Oversee renewals by aligning success plans with value delivery ensuring retention and satisfaction.
• Work closely with Sales to identify expansion opportunities by understanding client business dynamics and leveraging them to grow Annual Recurring Revenue (ARR).

Candidate Profile

• Educational Qualification: Bachelor's degree in Technology, Business, or a related discipline.
• Experience: Over a decade of client-facing experience within consulting, customer support, delivery, or account management roles in the Middle East technology or software sectors focusing on customer success.
• Technical Proficiency: Background in roles requiring a strong technical grasp, especially in software customer success management.
• Languages: Fluency in Arabic and strong verbal and written English communication skills.
• Customer-first Approach: Committed to understanding and exceeding client needs, ensuring exceptional satisfaction.
• Data-Driven: Demonstrated ability to analyze data, formulate actionable recommendations, and maintain dashboards to drive adoption and success.
• Relationship Building: Outstanding communication, influence, negotiation, and interpersonal skills.
• Independent & Collaborative: Shows initiative and ownership in driving success while working cross-functionally with Sales, R&D, Services, and partners.
• Organized and Adaptable: Skilled in prioritizing multiple tasks in dynamic settings.
• Commercial Insight: Knowledgeable about local market cultural and digital trends; experience in banking or financial services is advantageous.
• Travel: Comfortable with frequent regional travel to support and engage with banking clients.

Additional Information

This position offers a pivotal opportunity to impact customer success profoundly, fostering client growth and adoption of Backbase’s engagement banking platform while supporting their strategic ambitions.