Customer Success Specialist (B2C)

Starlinks; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Specialist, where your primary goal will be to ensure customer satisfaction and success. In this dynamic role, you'll build strong relationships with clients, proactively engage to drive value from services, and collaborate with internal teams to resolve issues efficiently. Your insights will help enhance the overall customer experience and contribute to business growth. If you have a passion for customer success and a knack for problem-solving, this opportunity is perfect for you to make a significant impact.

Qualifications

• 2+ years of experience in customer success or account management.
• Knowledge of CRM tools and customer engagement platforms.

Responsibilities

• Build strong relationships with customers to understand their goals.
• Collaborate with internal teams to address customer needs.
• Monitor customer usage metrics and identify improvement opportunities.

Skills

Customer Relationship Management

Account Management

Problem Solving

Communication Skills

Data Analysis

Education

Bachelor's degree in Business Administration

Bachelor's degree in Marketing

Bachelor's degree in Supply Chain

Tools

CRM Tools

Customer Engagement Platforms

Reporting Software

Job description

Job Overview

As a Customer Success Specialist at Starlinks, your primary responsibility will be to ensure the success and satisfaction of our customers. You will work closely with clients to understand their needs, address any issues, and drive value from our products and services.

Main Job Responsibilities

• Build strong relationships with customers to understand their goals, challenges, and requirements.
• Serve as the main point of contact for customer inquiries, requests, and escalations.
• Proactively engage with customers to ensure they are deriving maximum value from our services.
• Collaborate with internal teams to address customer needs and resolve issues in a timely manner.
• Ensure all relevant SOPs, SLAs, processes, and customer communication/engagement tools are fit for purpose and implemented across all customers.
• Identify opportunities for upselling or cross-selling additional products or services to existing customers.
• Monitor customer usage metrics and identify trends or patterns that may indicate opportunities for improvement.
• Develop and maintain a deep understanding of Starlinks' services.
• Document customer interactions, feedback, and resolutions.
• Develop financial and commercial reports, operational performance dashboards, and derive insights to monitor and improve KPIs.
• Manage customer relationships, including responses to business-critical issues.
• Collaborate with the sales team to renew customer contracts and drive customer retention.
• Create relevant business review processes and operational activities to ensure KPIs are proactively communicated and met.
• Participate in customer success initiatives and projects to enhance the overall customer experience.
• Manage and maintain client contract renewals and re-negotiations, including timelines and key milestones.
• Establish quality metrics, identify recurring issues, and track trends.
• Seek and develop new business opportunities with the customer base, ensuring each customer has a development plan for new opportunities.
• Ensure a consistent process for preparing and managing customer key business metrics and performance measures.
• Oversee invoicing and payment processes, including validation prior to issuance.
• Collaborate with Operations, Finance, and Sales to resolve issues and challenges.
• Continuously work towards improving customer satisfaction scores.
• Serve as a single point of contact for the customer.
• Conduct weekly, monthly, and quarterly business reviews.

Job Requirements

• Bachelor's degree in Business Administration, Marketing, Supply Chain, or a related field.
• 2+ years of experience in customer success, account management, or customer service, preferably in the logistics or supply chain industry.
• Experience in handling customer relationships, escalations, and account management is a plus.
• Experience in logistics, e-commerce, or supply chain industry.
• Knowledge of CRM tools, customer engagement platforms, and reporting software.
• Familiarity with contract management and commercial negotiation processes.