Customer Relationship Management Specialist

Mds Sa; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A dynamic technology firm in Saudi Arabia seeks a Manager - Customer Success to drive customer engagement and ensure successful onboarding, retention, and service excellence. The role involves managing the customer adoption lifecycle, addressing service issues, and leading a team to foster empowerment and ownership. A Bachelor's degree in Business Administration with extensive experience in customer success is required. Join us to enhance customer value and implement strategic solutions.

Qualifications

• Bachelor's degree in Business Administration or a related field is required.
• Experience in customer success management and project management is essential.
• Ability to analyze customer data and translate insights into actionable strategies.

Responsibilities

• Work collaboratively with customers throughout all stages of engagement.
• Manage customer adoption lifecycle and address any blockers.
• Develop a customer success framework to provide measurable value.

Skills

Customer relationship management

Project management

Strategic planning

Problem-solving

Coaching and team leadership

Education

Bachelor’s degree in Business Administration

Job description

The Manager - Customer Success is accountable for working closely with customers during all stages of engagement, from sales to solution and service deployment. S/He identifies customers’ needs, ensures successful onboarding/retention and provides service excellence and timely complaint management.

Technical and Operations

• Understand customers’ business goals, align with the company functionality and strategy and lead on a strategic technology solution roadmap;
• Manage the customer adoption lifecycle and raise customer risks/blockers, where appropriate;
• Coordinate with peers in support, engineering and consulting to address customer issues and leverage the post sales customer experience;
• Build and iterate on a customer success framework to provide measurable business and technical value to customers;
• Provide insight from customer data to internal stakeholders for appropriate actions and decisions;
• Understand customers at-risk and gaps that can hinder overall implementation, rollout and/or adoption of the solution;
• Manage the ongoing post sales experience with priority customers, managing both the IT line of business and key customer stakeholders;
• Address customer service issues and escalated complaints and ensure a prompt feedback and follow up;
• Answer customers’ comments and suggestions and submit related reports and recommendations;
• Iterate ways to improve performance, efficiency and efficacy on metrics and customer feedback;
• Manage large projects or processes that span outside of the immediate job area;

Talent Development

• Lead and coach the team cultivating empowerment and ownership;
• Develop capabilities and secure a solid succession plan;

Conduct regular performance reviews, identify training needs and oversee development plans.

Education

Bachelor’s degree in Business Administration or any other related field