Customer Success Lead

Mohammed VI Polytechnic University is an institution dedicated to research and innovation in Africa and aims to position itself among world-renowned universities in its fields
The University is engaged in economic and human development and puts research and innovation at the forefront of African development. A mechanism that enables it to consolidate Morocco's frontline position in these fields, in a unique partnership-based approach and boosting skills training relevant for the future of Africa.
Located in the municipality of Benguerir, in the very heart of the Green City, Mohammed VI Polytechnic University aspires to leave its mark nationally, continentally, and globally.

Customer Success Lead is a key role within the Digital Ecosystem Office, reporting to the Head of Customer Success and Digital Mindset. The mission of this role is to listen to and understand the digital needs and challenges of customers, ensuring they derive maximum value from UM6P's digital products and services. By designing and implementing feedback loops to gather user insights, this role acts as the voice of users within the Digital Ecosystem Office, informing and enhancing digital service offering.

Key Responsibilities
Customer Obsession

• Proactively engage with UM6P's customers to understand their unique challenges, goals, and digital needs.
• Conduct regular customer meetings, surveys, and interviews to gather insights and feedback on their digital experiences and expectations.
• Analyze customer data and feedback to identify trends, pain points, and opportunities for improvement.
• Develop and maintain a deep understanding of customer personas, journeys, and success criteria.

Experience Design and Feedback Loops

• Contribute to the design and implementation of exceptional digital experiences that drive customer satisfaction, adoption, and loyalty.
• Establish and maintain feedback loops to gather customer insights and experiences throughout their digital journey.
• Analyze customer feedback and data to identify barriers to digital adoption and opportunities for improvement.
• Work with cross-functional teams to prioritize and implement enhancements to

digital products and services based on customer feedback.

Voice of the Customer

• Act as an advocate for UM6P's divisions within the digital ecosystem, ensuring that their needs and perspectives are consistently considered in digital initiatives and decisions.
• Collaborate with the Digital Ecosystem Office to share customer insights, feedback,

and recommendations to enhance digital services and user engagement.

• Represent the customer perspective in cross-functional meetings, workshops, and decision-making processes.
• Foster a customer-centric culture within the organization, promoting the

importance of customer success and user engagement.

Internal Collaboration

• Foster strong collaboration with Digital Technology and Operations and Digital Products and Platforms, to analyze user feedback, identify areas for improvement, and drive the adoption of digital solutions within UM6P.
• Coordinate with cross-functional teams to deliver value to users and ensure the

successful implementation and integration of digital solutions into UM6P processes.

Performance Metrics and Reporting

• Track and report on key performance indicators (KPIs) related to customer success, digital adoption, and user engagement.
• Contribute to the development and maintenance of dashboards and reports to

monitor and communicate the effectiveness of customer success initiatives.

• Regularly report on customer success metrics, insights, and trends to the department head and cross-functional stakeholders.
• Use data-driven insights to continuously optimize and improve customer success strategies and tactics.

Required Skills and Experience

• Minimum of 6 years of experience in customer success, account management, or related fields.
• Strong understanding of customer success principles, methodologies, and best practices, particularly in the context of digital products and services.
• Proven track record of driving customer adoption, satisfaction, and loyalty in a digital environment.
• Excellent communication, interpersonal, and relationship-building skills, with the ability to engage and influence customers and cross-functional stakeholders.
• Strong analytical and problem-solving skills, with the ability to derive insights from customer data and feedback.
• Experience in designing and implementing customer feedback loops and user experience enhancement initiatives.
• Familiarity with digital technologies, platforms, and trends, particularly in the higher education sector.
• Strong project management and organizational skills, with the ability to manage

multiple customer success initiatives simultaneously.

• Master's or Engineering's degree in a relevant field, such as Information technology, Business, Marketing, or Communications.

UM6P.

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