Customer Success Manager - Middle East & Africa Region

Description

ABOUT MATIFIC

Matific is a leading global EdTech provider, delivering an adaptive online learning platform for primary school mathematics. With our product being utilized by millions of students, teachers and parents in 100+ countries we are helping educate the youth and bring equality to education. With over $50M USD invested and a global team of over 200+ employees, we are committed to achieving our goals. We’ve also picked up a number of awards including numerous CODiEs, Academics’ Choice and Edtech Digest to name a few.

THE ROLE

The newly created role of Customer Success SME will be a primary point of contact for partners, schools and government representatives in the Middle East and Africa Region, responsible for onboarding and ongoing training as required. The role will involve maintaining strong relationships that drive customer satisfaction and maximize platform usage. We are seeking a passionate and motivated individual with a keen interest in learning through technology to join our dynamic team. 

This is a fantastic opportunity for someone who is enthusiastic about making an impact in education across the region being involved in new partnership projects and who wants to grow their career in a fast-growing EdTech company. The role reports directly to the Vice President - Global Head of Sales.

KEY RESPONSIBILITIES

• Onboarding: Lead the onboarding process for new schools, ensuring a smooth and successful integration into the platform. 
• Training and Support: Provide proactive, personalized training and ongoing support to teachers, facilitators, and principals, both onsite and virtually. Organize webinars, conference calls, and create instructional materials to support onboarding and continuous learning. 
• Customer Engagement: Foster strong relationships with school users by providing regular check-ins, value-added services, and identifying opportunities to increase platform engagement and retention. Deliver effective communication to ensure partners and customers are achieving their desired learning outcomes. 
• Usage Monitoring and Insights: Track and analyze platform usage data, offering insights and recommendations to school users and internal teams to improve platform utilization. 
• Team Collaboration: Work closely with the focal team on projects, providing support in meetings, training sessions, stakeholder engagement, and other related activities. 
• Product and Platform Knowledge: Stay up to date with all features and developments on the Matific platform, ensuring you are well-informed to provide the best possible customer support.

Requirements

• Bilingual in Arabic and English languages are a must. 
• Minimum of 3+ years of experience in client or educational services/support. 
• Demonstrated task-driven project management aimed at achieving customer success. 
• Experience in the education sector is highly desirable. 
• Strong consultative approach, with a positive, solution-oriented and growth mindset. 
• Exceptional verbal and written communication skills.  
• High energy, a collaborative team player, and a results-driven attitude with a passion for success. 
• Ability to work autonomously in a remote position with direct reporting to other regions.

Benefits

• A business with a strong purpose to provide quality education to children globally
• A fast-paced environment, fast-growing SaaS company
• Work with ministries of education, leading high-profile global publishers and partners
• Work closely alongside seasoned, successful entrepreneurs 
• Opportunity to innovate and challenge the status quo
• Great remuneration package with significant upside potential