Masterkey is a fourteen-year running Dubai based organization that creates SaaS products for brokers, developers and property managers. As the largest company in our industry, we’re still growing rapidly and looking for people who are willing to learn and grow their career. You will be working with an exciting new product that is changing how the industry used to work together. We’ve distilled years of experience into a simple and beautiful product, and you will have the center stage seeing it grow.

The customer success specialist acts as an enabler, moving the customer along the sales journey and handing them off from sales to support.

During the onboarding process, the customer success specialist talks past feature implementation and helps implement a solution to the customer’s problems. For example, instead of helping a customer configure a certain feature, the customer success specialist first understands why the customer needs a feature and then offers the best way to achieve what the customer wants.

What will you do?

Focusing on increasing the user satisfaction level by implementing policies and procedures for business support.
Direct interaction with customers via phone calls, e-mail and understand the client’s needs and its reported issues.
Monitoring the response time of business support team on daily basis and ensuring team escalates issues that are of general service interruptions.
Maintaining the help center by adding or updating the help articles.
Interacting with the development team to ensure the successful delivery of issues reported by the support team on daily basis.
Helping the R&D team to enhance the application for the business users by collecting feedback.
Monitoring the cases lifecycle on daily basis.
Developing detail project schedules, estimates, resource plans, and status reports.
Track and report progress on required performance indicators.

A minimum of 3 years of supporting, consulting or project management experience.
Love learning technology and new applications.
Passion for data, analytics, and insights.
Client-focused attitude — a customer advocate.
High-achiever and creative thinker always looking to exceed expectations.
Self-starter with an ability to identify areas for improvement
Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
Exceptional communication and presentation skills (both written and verbal)
Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
High-achiever and creative thinker always looking to exceed expectations.
Hands-on ticket tracking or lead generation tool like Zendesk, Desk.com or Salesforce.
Bachelor's Degree in computer science or business administration.