Customer Success Specialist

Alnafitha IT; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading IT services provider in Saudi Arabia is seeking a Customer Success Specialist to support client engagements and enhance customer satisfaction. This role involves managing client feedback, providing updates on projects, and collaborating with teams to drive customer success. An ideal candidate will have a Bachelor's degree in computer science or a related field, strong communication skills, and a passion for IT solutions.

Qualifications

• 0-1 years of experience in customer support, communications, or a related field.
• Familiarity with the IT software industry is a plus.
• Ability to work collaboratively in a team environment.

Responsibilities

• Support the Customer Success Manager in client relationships.
• Gather customer feedback and represent the 'Voice of the Customer'.
• Assist in developing content to support customer needs.

Skills

Strong communication skills

Attention to detail

Basic analytical skills

Education

Bachelor's degree in computer science or related field

Job description

Business Overview:

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia, founded in 1993.

As a fully Saudi-owned company, we have established ourselves from a startup business to a market leader, offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains, including Microsoft, AWS, ManageEngine, and Zoho Solutions, ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience, Alnafitha IT has successfully completed more than 4,000 projects, serving over 3,000 satisfied customers, and collaborating with 65+ partners.

Our commitment to excellence is evident in our customer-centric approach, which emphasizes engagement, collaboration, and a relentless pursuit of quality in every interaction.

Our vision is to be the Kingdom's most customer-centric provider for digital transformation and consultation, fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT, we believe in empowering our employees and nurturing their growth, which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape, we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients' expectations.

Job Summary/Objective

The Customer Success Specialist is responsible for supporting the Customer Success Manager in establishing and nurturing relationships with clients to enhance value, satisfaction, and retention. This role focuses on understanding client needs, assisting in the adoption of solutions, and contributing to the voice of the customer within the organization. The Customer Success Specialist plays a key role in driving customer engagement and ensuring a positive customer experience.

Key Responsibilities:

• Client Relationship Support

• Engage with customers, partner and internal stakeholders’ and support foundational relationships with key customers to enable quality solution delivery and health

• Facilitate effective communication between clients and decision makers to smooth adaption of solutions and address any concerns that may arise during implementation

• Understanding Client Needs

• Gather customer feedback and insights to represent the "Voice of the Customer" within the company to ensure that client perspectives are considered in product development and services Improvements by conducting surveys and Interviews to collect feedback and present findings to relevant teams

• Provide clients with consistent updates on project status and any issues that arise to maintain transparency and build trust with clients by scheduling regular communication touchpoints

• Customer Retention and Growth

• Assist in gathering data for business reviews to showcase the value provided to clients to be able to reinforce the relationship and justify continued partnership through demonstrating ROI

• Market Research and Insights

• Conduct basic competitive research and assist in gathering insights on industry trends to Inform Internal strategies and help clients stay competitive

• Assist in developing surveys to gather customer feedback to identify areas for improvement and enhance customer experience

• Content Development

• Assist in creating marketing and technical content to support customer needs to provide valuable resources that help clients utilize products effectively by working

with marketing teams to draft content that aligns with customer interests and product features

• Support the execution of marketing campaigns to inform clients about new offerings to keep customers engaged and informed about product developments

• Collaboration with Internal Teams

• Collaborate with marketing, sales, and services teams to share customer insights to ensure a cohesive approach to customer success across functions by participating in cross-functional meetings to provide customer feedback and insights that inform strategy

Requirements

Qualifications

- Education: Bachelor's degree in computer science or related field.

- Experience: 0-1 years of experience in customer support, communications, or a related field.

- Familiarity with the IT software industry is a plus Sales Enablement Certification

- Strong communication skills, both verbal and written.

- Ability to work collaboratively in a team environment.

- Attention to detail and strong organizational skills.

- Basic analytical skills to support data collection and reporting

EQUAL EMPLOYMENT OPPORTUNITY COMMISSION:

Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ, and advance in employment, qualified women, minorities and diversity representations. Alnafitha IT also makes reasonable accommodation for qualified individuals with disabilities, in accordance with the Saudi and Egyptian employment laws