- Beirut, Lebanon
- Posted 4 months ago
Customer Success Manager/ After SalesWe are seeking a proactive and strategic Odoo After-Sales Expert to join our team. This role goes beyond traditional customer support, focusing on maximizing the long-term value our B2B clients derive from their Odoo investments.
Experience Level: Junior/Mid-Level (1+ Years)
Industry: Business Software / ERP (e.g., Odoo)
About UsAzkatech is dedicated to delivering exceptional Odoo implementations, maximizing value and minimizing time-to-value for our partners. We foster a culture of continuous improvement, seeking motivated, self-learning individuals who are able to add more value to our clients.
Role OverviewWe are seeking a proactive and detail-oriented Customer Success & After-Sales Specialist to join our team. This role is a hybrid position, combining the relationship-building and strategic aspects of a Customer Success Specialist with the technical and problem-solving duties of an After-Sales Specialist. The ideal candidate will be the primary point of contact for our clients post-implementation, ensuring they achieve maximum value from their ERP/B2B solution while also providing essential technical support.
Key Responsibilities
- * Customer Relationship Management: Build and maintain strong, long-term relationships with a portfolio of clients. Act as a trusted advisor, understanding their business needs and challenges to align our solution with their goals.
- Proactive Engagement: Conduct regular check-ins and proactive health checks to monitor product adoption and user engagement. Identify and address potential issues before they impact customer satisfaction.
- Technical Support: Serve as the first line of defense for customer issues. This includes troubleshooting technical problems, handling bug reports, error messages, and other system-related issues.
- Case Management: Efficiently manage a queue of support tickets, ensuring timely and effective resolution in collaboration with the technical support team.
- Strategic Planning: Participate in periodic business reviews with clients to discuss performance, strategic goals, and potential improvements or expansions.
- Issue Resolution: Handle customer complaints with empathy and professionalism, acting as a liaison between the client and internal teams to ensure all issues are resolved to the customer’s satisfaction.
- Opportunity Identification: Proactively identify opportunities for upselling or cross-selling new features or services based on a deep understanding of the client’s business.
Qualifications
- * Proven experience in a similar after-sales, customer success, or account management role within the B2B software industry.
- Experience with ERP systems. Past support or implementation roles are a plus. Odoo Experience is a Big Plus
- Demonstrated success in sales, including upselling and cross-selling.
- Strong analytical and problem-solving skills.
- Exceptional communication and interpersonal skills.
- Understanding of B2B market dynamics and research methodologies.
- Ability to build and maintain strong client relationships.
Primary Goals, Approach, And Key Performance Indicators (KPIs)* Goal
+ Proactively ensure long-term customer value and retention while reactively providing timely and effective technical support and issue resolution.
- Approach
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A hybrid approach combining strategic, relationship-oriented engagement with a reactive, problem-solving mindset. The role balances proactive communication and business planning with efficient and expert-level technical troubleshooting.
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KPIs
- Increase in modules used by existing clients.
- Upsell/cross-sell revenue and pipeline value.
- Customer retention rate (CRR), Net Promoter Score (NPS), and Customer Satisfaction Score (CSAT).
- Number of actionable market insights gathered.
Why Join Azkatech?
- * Competitive salary and benefits package.
- Opportunity to work with a leading Odoo Gold partner.
- Professional development and growth opportunities.
- Dynamic and collaborative work environment.
To apply for this job email your details to jobs+csm+website@azka.tech
