Customer Success Specialist

Position

Customer Success Executive

Location

Dubai, UAE (or as applicable)

Department

Customer Success

Reports To

Customer Success Manager / Head of Customer Success

About Anantya Technologies

Anantya Technologies is a leading CPaaS (Communication Platform as a Service) provider offering innovative communication solutions, including SMS, WhatsApp Business API, Voice, Email, RCS, and authentication services. We help businesses improve customer engagement through secure, scalable, and reliable communication platforms.

Job Summary

We are seeking a proactive and customer-focused Customer Success Executive to build strong client relationships, ensure customer satisfaction, and maximize customer retention. The ideal candidate will act as the primary point of contact for customers, helping them achieve their business objectives using Anantya Technologies' communication solutions.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain long-term relationships with customers.
• Manage customer onboarding and ensure smooth implementation of services.
• Understand customer business requirements and recommend suitable solutions.
• Conduct regular follow-up calls and business review meetings.
• Monitor customer usage and proactively identify opportunities to improve adoption.
• Resolve customer queries by coordinating with Technical Support, Product, and Sales teams.
• Ensure timely resolution of customer issues while maintaining high service standards.
• Identify upselling and cross-selling opportunities and collaborate with the Sales team.
• Track customer health, satisfaction, and retention metrics.
• Maintain accurate customer records, meeting notes, and follow-up activities in the CRM.
• Gather customer feedback and share insights with internal teams to improve products and services.
• Assist customers with platform training and best practices.
• Prepare periodic customer reports and account performance reviews.

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, IT, or a related field.
• 1–4 years of experience in Customer Success, Account Management, Client Servicing, or Customer Support.
• Experience in SaaS, CPaaS, Telecom, Cloud Communication, or Technology industries is preferred.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and relationship management skills.
• Ability to handle multiple customer accounts simultaneously.
• Problem-solving mindset with a customer-first approach.
• Proficiency in Microsoft Office and CRM tools such as Salesforce, HubSpot, Zoho CRM, or similar platforms.

Preferred Skills

• Knowledge of WhatsApp Business API, SMS, Voice, Email, OTP, RCS, or cloud communication solutions.
• Experience managing enterprise or B2B customers.
• Strong presentation and stakeholder management skills.
• Ability to analyze customer usage data and recommend improvements.
• Time management and organizational skills.
• Ability to work collaboratively in a fast-paced environment.

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Customer Retention Rate
• Net Revenue Retention (NRR)
• Customer Onboarding Completion
• Product Adoption Rate
• Renewal Rate
• Upsell/Cross-sell Revenue
• Average Resolution Time
• Customer Health Score

What We Offer

• Competitive salary and performance incentives.
• Career growth opportunities in a fast-growing technology company.
• Learning and development programs.
• Collaborative and innovative work environment.
• Exposure to global enterprise customers and cutting-edge communication technologies.

Pay: AED3,500.00 - AED4,500.00 per month

Experience:

• SaaS: 2 years (Required)

Language:

• Hindi (Required)

Location:

• Dubai (Required)

Work Location: In person