Job Description
We support the Kingdom’s largest
and most complex organizations across all industries in delivering Enterprise
Transformation with clear mission to support our customers to grow better not
just bigger focusing on efficiency and not just effectiveness.
We are currently searching for an
enthusiastic and innovative Customer Success Specialist to work with our
Customer Success team.
Customer Success Specialist (CSS) plays
a vital role in ensuring customers achieve their desired outcomes and derive
maximum value from a company's products or services. They act as a dedicated
liaison, advocate, and advisor, building strong relationships and fostering
long-term customer satisfaction.
Key Responsibilities:
1Building Relationships:
- Developing strong relationships with assigned customers,
understanding their unique needs and challenges.
- Serve
as the primary point of escalation on customer issues and feedback related to
our services.
2Feedback &
Advocacy:
- Serve as the voice of the customer within the organization,
advocating for their needs and interests.
- Work
with the sales and marketing team to drill customer references and develop case
studies.
- Collaborate with project team to address customer feedback
and enhance the user experience.
3Retention and
Upselling:
- Identify
opportunities for upselling and cross-selling additional products or services.
- Develop
and implement strategies to increase customer retention and reduce churn.
- Work
with the sales team to ensure smooth handovers and alignment on customer goals.
4Performance
Metrics and Reporting:
- Track and report on key customer success metrics, such as renewal
rate, satisfaction scores, and net promoter score.
- Prepare and present regular reports on customer success
activities and outcomes.
- Use data and insights to continuously improve the customer
success program.
RequirementsQualifications:
- Education:
- Bachelor’s degree in information technology, Business Administration, or a related field.
- Experience:
- 0 - 1 years of experience in customer success, account management, or a related role in the IT services industry.
- Skills and Competencies:
- Strong understanding of IT solutions and the ability to communicate technical concepts to non-technical audiences.
- Ability to manage multiple customers and priorities simultaneously.
- Strong communication and interpersonal skills to build rapport and trust with customers.
- Proper phone etiquette & effective listening skills.
- Excellent customer service orientation, with a focus on exceeding expectations.
- Ability to explain complex technical concepts in a clear and concise manner.
- Problem-solving skills to identify and resolve customer issues efficiently.
- Excellent written and verbal communication skills
Job Details
- Job Location
- Jeddah Saudi Arabia
- Company Industry
- Other Business Support Services
- Company Type
- Unspecified
- Employment Type
- Unspecified
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- Unspecified