Dubai Customer Success Manager Full Time

About the job
About Astrolabs

AstroLabs is committed to developing the tech ecosystem of the MENA region and is leading the charge in this effort. We enable the international expansion of organizations in the UAE and KSA, operate co-working spaces in Dubai and Riyadh, head the leading innovation-driven Community, run one of the highest-rated digital skills Academies in the region, provide Talent and recruitment services, and deliver amazing programs for entrepreneurs, government and corporate partners.

Job Description

AstroLabs Coworking & Licensing Dubai has set up over 550 tech-enabled ventures in the UAE in partnership with the leading freezone DMCC, and supported hundreds more with soft-landing and Community. We have two 24/7 coworking spaces in JLT that are the home to an unrivalled tech and innovation-driven entrepreneurial community.

We are the springboard for their growth and development in the region, acting more as an enabler of growth than a workspace and business setup partner. Join us to help over 350 active members kickstart their local operations, build and refine their products, grow their teams, upskill in different areas, and scale in the region.

We are Ambitious, we take Ownership, and are committed to Excellence. If you are a high performing, driven individual that loves working with high growth startups or have founder experience, then read on – we would love for you to join our dynamic team!

Responsibilities

Community Engagement

Develop and nurture relationships with members, fostering a thriving community in person and online
Make valuable connections and introductions for members, leveraging alumni, partners, the AstroLabs KSA Community, etc.
Discover and address members’ specific objectives and business needs with tailored action plans
Lead one-on-one meetings with startups to identify areas of opportunity, collaboration and support and follow up accordingly
Proactively seek members’ feedback and take positive action to improve member experience
Propose new initiatives for the community based on the insights gained from interactions with the community (such as events, webinars, upskilling opportunities, mentoring sessions, etc.)
Draft communications to share events, opportunities, benefits, etc., with the community so they’re well informed and up to date

Member support

Resolve members’ issues in a timely and professional manner
Provide post-sales business setup support to the startups, facilitating all interactions with the DMCC
Guarantee a smooth process for businesses that are changing, growing, renewing, or terminating
Manage membership changes (upgrades, downgrades, additional seats, reserved desks, etc.)
Support the growth of the business in our community by upselling and cross-selling additional AstroLabs products and services (post-setup, hiring), and connecting them to partners for areas we don’t offer direct support in (solid network of support contacts)

Partnerships

Maintain relationships with key strategic partners, ensuring they’re engaged and delivering
Assess new partnership opportunities and leading communication to establish new partnerships
Provide clear benefit to partners to maintain positive relationships
Look for opportunities to leverage partner networks and expertise
Communicate and connect our community members to partners

Desired Skills and Experience
What do you need to be successful in this position?

6+ years of experience, ideally working in startups or entrepreneurial ecosystems.
Business understanding and passion for entrepreneurial communities.
Excellent interpersonal, networking and customer service skills. A natural “people person” with drive, enthusiasm and high energy.
Experienced in planning and launching initiatives, events, projects or businesses.
Strong organization and project management skills. Able to own projects from start to finish, work independently, and coordinate with teams.
Highly skilled at prioritization and time management. Able to multitask and handle a complex, varied workload with multiple priorities and projects.
Excellent verbal and written communication skills. Able to write professionally.
Experience in collecting and synthesizing information and producing reports.
Driven by impact and outcomes. A serious “make it happen” attitude.
Focused on finding ways to do things better and faster.
Perfect English, other languages are a bonus.
Proficient with the Microsoft Office suite (especially Excel, Word, PowerPoint) and Google Apps (Drive, Sheets, Docs, Forms).
Strong financial skills or business acumen are a plus.
Demonstrate integrity, dependability, ownership, accountability, self-awareness, work ethic, and empathy.
Be a brand ambassador for AstroLabs and represent the business with a professional and positive attitude at all times.