Customer Success Account Manager (SMB - MENA)

  • Dubai - United Arab Emirates
  • Full-time

Company Description

Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation

Job Description

Who We Are:

Twitter’s Customer Success team provides best-in-class support for our most valuable small and medium business advertisers, increasing retention, revenue, and satisfaction. We are part of the Small and Medium Business Ads team (SMB), which is focused on building and scaling our self-serve advertising business through a combination of data, engineering, marketing, customer acquisition, and customer service.

 

What You’ll Do: 

  • Manage several hundred active customers and agencies through email and phone support

  • Resolve customer questions and troubleshoot an array of issues related to account setup, campaign performance and optimization, billing, advertising policy and technical issues

  • Educate and consult to demonstrate how to use Twitter’s advertising products, best practices, how to develop effective campaigns

  • Execute, optimize, and analyze advertising programs using internal tools and dashboards

  • Resolve campaign issues in a timely and productive manner, identifying and implementing process improvements

  • Identify proactive opportunities within your account set to provide suggestions that will increase customer satisfaction and revenue

  • Mentor and onboard new team members

  • Collaborate cross-functionally across the SMB team to improve the entire customer life cycle

 

Skills & Requirements:

  • Excellent verbal and written communication in English and Arabic, and comfortable with online communication tools

  • Ability to work quickly and accurately in a fast-paced, deadline-driven environment

  • Highly self-motivated and well-organized

  • Detail-oriented, focused, motivated, able to adapt to an ever-changing environment

  • Ability to multi-task, prioritize among many demands and work with minimal supervision

  • Exceptionally resourceful; fearless in mining available knowledge bases to find answers

  • Data-driven, technical, proactive and curious

  • A passion for technology and problem solving

  • At least 1-3 years of work experience 

  • Experience using Salesforce CRM tool

  • Experience with content review, policy and/or enforcement

  • Expertise in Excel, data analysis, and modeling

  • Experience working in a customer/client-facing environment

  • Experience with online advertising, analytics and social media

Additional Information

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.

All your information will be kept confidential according to EEO guidelines.

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