About the job
About Lucidya:
Lucidya is an innovative AI-driven platform designed to transform customer experience (CX) intelligence. Our solution autonomously manages the entire customer lifecycle, from initial interactions through to retention and growth.
Unlike conventional platforms that merely provide insights and leave the execution to you, Lucidya seamlessly completes the cycle with proprietary Natural Language Understanding (NLU) capabilities developed in-house, trained on millions of multilingual conversations. This empowers marketing, support, CX, and research teams to deliver tailored experiences that result in tangible improvements in customer satisfaction, retention, and lifetime value.
Why This Role is Vital:
As we experience rapid growth, our commitment to delivering an outstanding customer experience remains paramount. In this role, you will concentrate on managing large enterprise accounts, navigating complex stakeholder landscapes, and driving product adoption, retention, and growth.
Our enterprise clients seek strategic partnerships and expect profound product knowledge alongside measurable outcomes. This role is pivotal in facilitating that experience.
Your Responsibilities:
- Master our products comprehensively to effectively educate customers on our services and what best meets their needs.
- Serve as a bridge to ensure customers transition smoothly from onboarding to experiencing the full value of our services.
- Devise strategic initiatives to keep clients actively engaged and consistently utilizing our products, thereby enhancing adoption.
- Foster strong, trust-based relationships with customers to cultivate loyalty.
- Assist customers in setting up and navigating our platform seamlessly.
- Identify additional products that can enhance value for our customers, and execute up-selling and cross-selling opportunities.
- Regularly monitor and act on key metrics such as NPS, utilizing customer feedback to drive improvements.
- Collaborate closely with teams across Customer Support, Professional Services, Product, and Sales to ensure an exceptional customer journey.
- Collect and relay customer feedback consistently to internal teams, acting as the customer’s voice within the organization.
Your Profile:
- You are proactive and anticipate customer needs without waiting for them to reach out with issues.
- You possess strong technical skills and navigate CRM tools such as HubSpot with ease.
- You are also familiar with Customer Success Platforms (CSPs) like ChurnZero, utilizing them effectively to track customer engagement and behavior.
- You are an excellent communicator, capable of breaking down technical jargon into simple terms.
- You are bilingual, able to engage with Arabic-speaking customers just as comfortably as with English-speaking ones.

