Job Summary

At YOUGotaGift, we deliver exceptional experiences for our clients through innovative solutions and
outstanding customer experience. As we continue to grow, we are looking for a detail-oriented and
proactive Customer Success Specialist to join our team and contribute to our mission of client
satisfaction and success.

Key Responsibilities

• Develop and maintain deep relationships with assigned accounts, serving as the primary point of
  contact for all customer-related matters.
• Proactively manage customer portfolios to ensure high levels of satisfaction, engagement, and
  retention.
• Implement customer success strategies to enhance satisfaction and retention.
• Lead client onboarding processes, ensuring a seamless and successful implementation of our
  solutions to meet client objectives.
• Conduct regular business reviews with clients, provide performance reports, insights, and
  recommendations for optimizing their experience.
• Identify growth opportunities within accounts and drive upselling, cross-selling, and contract
  renewals to achieve revenue targets.
• Actively track and monitor customer health metrics to anticipate issues and ensure clients are
  meeting their desired outcomes.
• Collaborate with Sales, Product, and Marketing teams to address customer needs and enhance
  overall experience.
• Provide expert training and guidance to clients, maximizing their utilization and success with our
  products or services.
• Maintain accurate, up-to-date account information and interaction records in CRM systems.
• Act as an advocate for clients, effectively communicating their feedback and needs to internal
  teams for continuous improvement.
• Monitor industry trends and competitor activities to provide valuable insights for enhancing
  client relationships.

Requirements

• Proven experience in Customer Success, Client Support, or related roles (minimum of 2 years
  preferred).
• Exceptional communication, negotiation, and relationship-building skills.
• Demonstrated ability to achieve revenue growth through effective account management and
  customer success strategies.
• Strong analytical and problem-solving skills with a proactive mindset.
• Ability to manage multiple accounts, prioritize tasks, and meet deadlines in a fast-paced
  environment.
• Proficiency in CRM software and other customer management tools.
• Bachelor’ degree in Business, Marketing, Communication, or a related field (preferred).
• A genuine passion for customer satisfaction and delivering exceptional service.

YOUGotaGift is the leading Digital Gift Card Company in the MENA. Our digital gifting platform is used by individuals and businesses to celebrate, reward, motivate and show appreciation to friends, loved ones, employees, customers, and business partners. Our business solution has also been adopted by major customer loyalty programs across leading telcos, banks, airlines delivering unparalleled choice of rewards, a memorable customer service experience, and best-in-class technology tailored to partner needs. With more than 700 partner brands directly integrated in entertainment, retail, home improvement and dozens of other categories, YOUGotaGift delivers its eGift Cards by email, SMS and through digital channels including its website (www.YOUGotaGift.com), mobile apps on iOS and Android, APIs, and other enterprise solutions. It has also developed the region’s first multi-brand eGift Card – the HappyYOU Card – that offers a freedom of choice for its users. Major corporates and government institutions have integrated their end-to-end digital incentives solutions with YOUGotaGift to engage their employees and customers on digital rewards. With strategic operations in KSA, UAE, Qatar, Kuwait, Bahrain, Oman and Egypt, YOUGotaGift is a market leader in MENA and is poised for an accelerated growth in eGift Card adoption with its rebranding – backed by innovation, the best-in-class technology, a highly experienced team with extensive domain experience, and friendly and solutions-focused customer support.