What the role involves
Alaan is the smartest way to manage business spend for Middle Eastern businesses. The Middle East is on the cusp of a payments revolution with a $3 trillion+ B2B payments market. Managing spend for businesses in the region is incredibly painful, with archaic and disjointed solutions. Alaan solves these pain points by providing an all-in-one spend management and corporate cards platform. Businesses use Alaan to control spend, save time, and automate business expenses.
Main Responsibilities and Key Requirements
Account Management - Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.
Continuous Learning and Development - Develop a deep understanding of a client’s business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.
Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.
Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.
A Constant Air of Improvement - Establish and improve service procedures, policies and standards through best practices while keeping accurate records and document customer service actions and discussions.
Ownership - Take responsibility for positively building client relationships over time as their go-to trusted advisor.
What are we looking for?
3+ years of proven successful experience as a Customer Success Manager in B2B SaaS/analytics/Fintech/Tech.
Proven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programmes or equivalent.
Ownership - Ability to multi-task and independently handle tasks without any follow-ups.
Problem Solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.
Passion for Business Optimization – You have an interest in new technologies and in the power of data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.
Cognitive Intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client’s needs.
Client Empathy – You’ll be building deep, trusting relationships.
Communication Skills - Excellent verbal, written, and presentation skills in English.
Positivity – You’ve got the charisma, but not the ego, to make a good impression with a collaborative mindset.
Curiosity - You’re interested in learning more about the industry and show an outstanding curiosity towards the client base.
Start-up Attitude – You’re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.
Knowledge - Accounting and Finance processes is a strong plus.
What’s in it for you?
You WILL be compensated well - The work is not easy, so why should you be working only for ‘experience’? With generous equity in the company, as the company grows, so will your reward:)
You get to work with a world-class product - Alaan has been testing the limits of technology since day one, it isn’t a surprise we’re the #1 spend management product in the region. You get to creatively push this product to the masses.
A fantastic work culture - An extremely lean organization and frequent company off-sites keep the remotely distributed team closely together and ensures space for you to put your best foot for
About Alaan
Alaan is an AI-native finance platform for businesses in the Middle East. We combine corporate cards, a business bank account*, international transfers, expense management, and accounting automation into one platform, with intelligence baked into every finance workflow. Our mission is to simplify finance for businesses in the Middle East and help them prosper. We've grown rapidly, and now work with over 3,000 startups, mid-market, and enterprise customers, doing tens of millions of dollars in monthly payment volume. We've been default alive since our launch in August 2022, and raised one of the largest Series A rounds in Middle East history, backed by Peak XV (formerly Sequoia India). Want to join us? Check out alaan.com/careers *Alaan is a fintech company, not a bank. The business bank account is issued by ruya.
Full Alaan profile