Job Description

At Intwo we're looking for a Customer Success Manager to join our team.


Full-time Dubai


About the Job
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We are looking for a dynamic and customer-focused Customer Success Manager to join our team in Dubai. The ideal candidate will play a crucial role in ensuring our clients achieve their desired outcomes through the effective utilization of our cloud solutions. This position demands a proactive approach to customer engagement, problem-solving, and relationship management.



At Intwo, the Customer Success team is dedicated to driving customer success by leveraging comprehensive knowledge of our entire ecosystem. Our goal is to minimize the time to value realization and help our clients reach their success milestones efficiently.


Qualifications:


• Education: Bachelor's degree (B.Tech, B.Com, BCA) or Master's degree (MBA, MCA, M.Com, CA).
• Experience: Minimum of 7 years in ERP customer support or implementation.
• Technical and Functional Expertise: Ability to handle both technical and functional areas effectively.
• ERP Systems Knowledge: Proficiency in Microsoft Dynamics or other ERP systems is highly desired. Demonstrated ability to learn, understand, and apply new systems and software.
• Customer Service Skills: Strong understanding of customer needs and a commitment to providing high-quality customer service.
• Communication Skills: Excellent oral and written communication and presentation skills.
• Interpersonal Skills: Strong interpersonal skills with a customer service-oriented attitude.
• Problem-Solving: Exceptional customer service skills, including follow-up with clients and team members, and the initiative to anticipate and solve problems.
• Business Function Knowledge: In-depth understanding of any business function (e.g., general accounting with indirect taxation, consolidation, supply chain process) is an added advantage.
• Microsoft Technology: Working knowledge of Microsoft technology, particularly Dynamics 365, Microsoft 365, and Microsoft Azure.
• Leadership: Experience in developing solutions, consulting offerings, and assets to drive repeatable sales.
• Stakeholder Management: Extensive experience working with senior stakeholders within a large consulting organization or system integrator to develop pipeline and understand the unique structure and culture of a partnership-based operating model.


Key Responsibilities:


• Post-Implementation Support : Manage large enterprise customers, ensuring successful post-implementation support and service.
• Relationship Building : Develop and maintain strong relationships with customers, particularly key internal stakeholders, across the region.
• Customer Experience : Consistently strive to provide exceptional customer experience.
• SLA Adherence : Ensure adherence to Service Level Agreements (SLAs) in line with contractual terms.
• ERP Support Management : Monitor ERP support queues, ensuring timely progression and resolution of cases, and escalate when necessary for quicker resolution.
• Training Delivery : Conduct remote, classroom, and one-on-one ERP end-user training sessions as needed.
• Team Management : Oversee team allocation, utilization, and productivity. Ensure team members are trained on the latest technologies in the Intwo tech stack.
• P&L Management : Manage the overall profit and loss (P&L) of the division, ensuring profitability.
• Contract Management : Handle contract renewals, invoices, and collections.
• Performance Reporting : Provide daily, weekly, and monthly reports on key performance metrics. Conduct service reviews and quarterly business reviews with customers to ensure value realization.


Who are we?



At Intwo, we empower businesses to achieve extraordinary success through the transformative power of cloud technology. Our team consists of over 300 specialists, operating from 8 offices worldwide. With 25 years of industry expertise, we are committed to driving innovation and growth.

We specialize in harnessing the Microsoft Azure AI cloud platform, Microsoft Dynamics 365 applications, modern workplace solutions, data & AI, and cutting-edge cybersecurity. These tools allow us to revolutionize six key industries: manufacturing, construction, real estate, retail, distribution, and professional services. To date, we have supported over 1,000 customers across the USA, Europe, the Middle East, and Asia Pacific. We take pride in solving complex business challenges through tailored IT solutions.



As one of the few elite Microsoft Cloud Solution Providers (CSP) globally, we hold top-tier solution designations across all Microsoft workloads. Our dedication to excellence is further reflected in our active participation in prestigious Microsoft programs, such as the Azure Elite Group, Azure Expert MSP, and Dynamics Inner Circle Group 2023/2024.


Why Join Us:


• We are a great place to work with colleagues from all over the world and is an Equal Opportunity Employer
• Competitive salary with great benefits.
• Inspiring, flexible and open working culture
• International growth and career opportunities



Do you want to join our team as our new Customer Success Manager? Then we'd love to hear about you!