SiFi is a rapidly growing B2B Fin-Tech company transforming expense management for businesses in Saudi Arabia. As a licensed EMI from the Saudi Central Bank, we empower companies with innovative tools to simplify finance management About the Role: The Customer Success Specialist role focused on supporting customer onboarding, adoption, and satisfaction. This position serves as the first point of contact for customers, providing basic support, gathering feedback, and assisting with account management tasks. The Customer Success Associate works closely with the Customer Success Managers to ensure a positive customer experience and drive product adoption. Key Responsibilities:
Assist with customer onboarding processes, including account setup and initial training
Respond to basic customer inquiries and support requests via email, phone, and chat
Help customers navigate the product and troubleshoot common issues
Gather and document customer feedback, feature requests, and pain points
Assist in creating and maintaining customer support documentation and FAQs
Monitor customer health metrics and flag potential issues to Customer Success Managers
Assist in organizing and conducting customer training sessions and webinars
Maintain accurate customer data in the CRM system
Support the Customer Success team with administrative tasks and reporting
Collaborate with other departments to resolve customer issues and improve the overall customer experience
Qualifications:
Bachelor's degree in Business, Communications, or related field
3-5 years of experience in the same role or similar roles.
Strong interpersonal and communication skills, both written and verbal
Basic understanding of customer service principles and practices
Proficiency in Microsoft Office suite and familiarity with CRM systems
Ability to learn and adapt quickly in a fast-paced environment
Strong problem-solving skills and attention to detail
Excellent organizational skills and ability to multitask effectively
Experience in a customer-facing role, preferably in a SaaS or technology company is a plus
Familiarity with customer success methodologies and best practices is a plus
Basic understanding of project management principles is a plus
Experience with customer support or help desk software is a plus
Knowledge of the fintech or financial services industry is a plus
