Customer Success Sr. Engineer

aramco digital; Dhahran Compound; On-site; SAR 120,000 - 180,000; Full time

Job summary

A leading company in the digital telecommunications industry is seeking a Customer Success Sr. Engineer to enhance customer satisfaction and retention by driving solution adoption. The role involves leading technical onboarding, managing customer relationships, and advocating for their needs to improve product offerings.

Qualifications

• Bachelor’s degree in Telecommunications, Computer Science, or related field.
• +2 years of experience in a customer-facing technical role.

Responsibilities

• Lead technical onboarding process and ensure seamless handoff from sales to operations.
• Monitor customer health indicators and address issues to mitigate churn.
• Conduct regular operational and executive business reviews with stakeholders.

Skills

Communication

Presentation

Education

Bachelor’s degree in Telecommunications

Bachelor’s degree in Computer Science

Related technical field

Job description

Overview:

The Customer Success Sr. Engineer (CSE) plays a key role in driving customer satisfaction, retention, and growth for ADC. You will ensure that customers achieve their desired outcomes by maximizing the value of ADC’s products and services. As the primary post-sales technical advocate, the CSE proactively manages customer relationships, supports solution adoption, and bridges customer needs with internal teams.

Responsibilities:

• Lead the technical onboarding process, guiding customers through solution implementation and integration into their existing telecom infrastructure.
• Ensure seamless handoff from sales to operations, establishing clear success criteria.
• Serve as the primary technical point of contact post-sale, building trusted advisor relationships with key stakeholders (network engineers, IT teams, operations managers).
• Conduct regular operational and executive business reviews to assess satisfaction and evolving needs.
• Monitor customer health indicators (usage, performance metrics, ticket trends) to identify risks or underutilization.
• Proactively address issues to mitigate churn, leveraging data insights and coordinating swift resolution.
• Capture customer feedback on product performance, network challenges, and emerging requirements, translating insights into actionable items for product, R&D, and operations teams.
• Advocate internally for customer priorities to influence product roadmaps and service improvements.
• Coordinate or deliver technical training sessions, workshops, and documentation to enhance customer knowledge and adoption.
• Equip customers with best practices to optimize solution performance within their telecom environments.
• Collaborate with sales teams to identify upsell, cross-sell, and renewal opportunities informed by customer usage patterns and future network plans.
• Support commercial proposals by providing technical justifications and tailored solution value cases.
• Maintain accurate customer profiles, engagement histories, success plans, and action items in CRM and customer success platforms.
• Provide regular internal reports on account status, risks, and opportunities.

Qualifications:

Education:

• Bachelor’s degree in Telecommunications, Computer Science, or a related technical field.

Experience:

• +2 years of experience in a customer-facing technical role Preferably within the digital or telecommunications industry (such as customer success, pre-sales engineering, network support, or solution delivery).

Skills:

• Excellent communication and presentation skills, able to translate complex technical concepts into business value for diverse audiences.