Donovan Sebastian

🔹 Customer Success Manager

Client Relations | Retention | Market Insights | Recruitment Solutions

Customer Success Manager responsible for managing client relationships, driving retention, and enhancing employer engagement within the recruitment solutions industry across the UAE and KSA markets. Focused on delivering measurable value, optimizing platform usage, and strengthening long-term partnerships.


Client Relations & Retention:

*Engaged with key and enterprise accounts to keep them informed about relevant products, services, and platform enhancements
*Provided onboarding, product training, and continuous support to newly acquired and existing clients
*Monitored client satisfaction and consistently met monthly performance KPIs related to retention and engagement
*Collaborated with Sales and internal teams to achieve monthly and quarterly targets
*Conducted in-person and online demonstrations of digital recruitment products
*Took ownership of customer issues, ensuring prompt resolution, internal coordination, and structured follow-up
*Utilized CRM systems for accurate data management, reporting, and account performance insights
*Assessed employer recruitment needs and developed tailored solutions to improve hiring outcomes
*Maintained proactive communication with clients, identifying upselling and cross-selling opportunities to strengthen long-term relationships
*Prioritized client satisfaction and service excellence across all interactions


Market Research & Strategic Contribution:

*Compiled analytical reports evaluating account performance and year-over-year trends
*Gathered and analyzed client feedback through surveys to assess satisfaction levels and competitive positioning
*Contributed to onboarding initiatives through client and partner presentations
*Recommended marketing strategies aligned with client requirements to enhance engagement
*Provided structured feedback to technical teams to support product improvements
*Collaborated with Marketing and Technical departments to address client concerns and drive service enhancements


Competitor & Retention Initiatives:

*Contributed to the development of loyalty and retention programs to increase client engagement
*Supported the revamp of loyalty materials and prepared presentations for regional management
*Strategized engagement initiatives aimed at improving retention and overall customer experience

• Effectively managed service requests and support needs for a diverse client base (both contract and non-contract) across the UAE, acting as a central point of contact to ensure seamless communication between customers and technical teams.

• Proficiently utilized multiple platforms (CAFMHITEK, CAFM FSI, CAFMDD, Zuper Commerce, Zuper Pro) to log, monitor, and escalate requests, demonstrating strong adaptability and fast learning in system-based environments.

• Proactively addressed and resolved customer concerns, including service delays and quality issues, by coordinating with internal teams and maintaining clear, timely follow-up—ensuring high levels of customer satisfaction and operational continuity.

• Managed high-value maintenance contracts with prestigious clients, including Emaar Residences, Etihad Airways, Mashreq Banks, PID Green Community, and The ARADA Project. Provided high-touch support to maintain strong relationships, aligning with company standards, policies, and delivering exceptional service

• Led the onboarding and training of new team members on request-handling procedures and system usage, helping maintain a consistent, high-performing service team—mirroring best practices in customer onboarding and success enablement.

• Led the guest check-in process using the Opera System, ensuring seamless verification of guest details, ID scanning, and room assignments. Delivered a welcoming experience while proactively providing relevant information about the stay and property, setting a high standard for customer service.

• Addressed a wide range of guest queries, complaints, and service requests (e.g., maintenance, housekeeping, logistics), coordinating with internal departments to ensure prompt resolution—demonstrating agility in managing customer satisfaction in real time.

• Acted as the central liaison between guests and support services, maintaining detailed communication logs and proactively following up on pending concerns—developing strong service recovery and follow-through skills.

• Managed guest data compliance by accurately processing scanned ID documents and exporting to the CID system—maintaining privacy standards and ensuring full data accuracy.

• Handled logistics-related tasks such as receiving, logging, and securing deliveries for guests, while promptly informing recipients and arranging for collection—demonstrating operational attention to detail.

• Implemented visitor screening protocols, tracked overnight guests, and ensured proper guest billing and transparency on all associated charges—mirroring responsibilities in customer account management and service accountability.

• Provided exceptional customer service by answering and screening calls promptly (within three rings), addressing guest inquiries about restaurant timings, pricing, amenities, and promotions with a focus on delivering clear and helpful information.

• Managed guest requests efficiently via phone and the Webee App system, ensuring prompt and accurate relay to relevant departments for smooth execution, showcasing an ability to handle multiple communication channels effectively.

• Utilized the Opera PMS system daily to manage reservations, guest requests, wake-up calls, and special arrangements, ensuring seamless operations and a customer-first approach to all interactions.

• Managed In-Room Dining orders, providing detailed information on menu options and pricing, using the Micros POS system to process orders, apply relevant discounts, and ensure smooth communication with the In-Room Dining team for efficient order fulfillment.

• Developed a system to ensure that customer complaints were addressed and resolved within a 24-hour window, enhancing customer satisfaction and building a positive reputation for the resort by demonstrating a proactive approach to service recovery.

• Managed emergency situations with composure, coordinating with relevant departments to handle urgent matters such as medical emergencies, fire alarms, and safety concerns, ensuring guest safety and well-being at all times.

• Assisted in reducing operational bottlenecks by coordinating housekeeping and engineering requests, streamlining communication to reduce guest waiting times, and maintaining operational efficiency.

• Handled restaurant reservations for both in-house and external guests, ensuring accurate communication with the outlets and providing personalized service to meet guest expectations.

• Coordinated special requests for VIP amenities, birthday cakes, honeymoon packages, and room decorations for special occasions, ensuring attention to detail and personalized service that aligned with guest preferences.

• Ensured the accurate processing of guest identification in compliance with CID UAE regulations, demonstrating attention to legal and operational protocols.

• Trained new staff on standard operating procedures (SOPs) and technical systems, ensuring consistency in service delivery and promoting best practices across the team.

• Responded to guest inquiries via email, setting up personalized traces in the Opera system for special occasions like birthdays, weddings, and honeymoons, ensuring a tailored experience that enhanced guest satisfaction.