Sr. Customer Success Manager

Fortra; Saudi Arabia; On-site; SAR 80,000 - 100,000; Full time

Job summary

Fortra is seeking a Customer Success Manager to enhance customer retention and adoption rates. The role involves building relationships with key stakeholders, addressing customer concerns, and coordinating with internal teams to ensure customer satisfaction. Ideal candidates will possess strong communication and organizational skills, and be adept at problem solving. Join a dynamic team committed to customer success and enjoy a flexible work environment with competitive benefits.

Benefits

Competitive Benefits

Professional Development Opportunities

Flexibility

Qualifications

• Excellent communication skills required.
• Strong organizational and time management skills needed.
• Ability to manage multiple projects effectively.

Responsibilities

• Develop trusted relationships with customer managers.
• Increase customer retention through regular check-ins.
• Serve as a single point of contact for customer issues.

Skills

Presentation Skills

Interpersonal Skills

Organizational Skills

Problem Solving

Negotiation Skills

Job description

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

At Fortra, we’re breaking the attack chain. Ready to join us?

Working with the largest customers, responsible for driving customer adoption with a key focus on customer retention. The CSM should be able to articulate the value of their solution to inspire and support customer adoption, renewal, and expansion. The CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic customers.

WHAT YOU’LL DO

With limited supervision and using independent judgment:

1. Develop a trusted advisor relationship with our customer’s managers and executive sponsors to identify and engage with the Sponsor and stakeholders.
2. Increase customer retention and adoption rates by conducting regular check-in calls, developing success plans, and conducting scheduled business reviews where necessary.
3. Be the single point of contact and escalation for the customer, personally helping with questions/issues.
4. Coordinate with the Services team to understand the clients onboarding process, ensuring customers get off to the right start.
5. Understand and articulate business value to ensure adoption and drive growth; through training, development of best practices, to ensure return on the customer’s investment and build customer advocates and champions.
6. Track customer activity to identify churn risk and work proactively to eliminate that risk.
7. Identify upsell opportunities and pass to Sales contact.
8. Serve as a customer advocate, including collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business.
9. Work closely with internal resources on escalation and resolution processes for critical customer issues.
10. Mentor and train new hires and less experienced peers.
11. Serve as a subject matter expert and go-to resource within the department and outside of it.
12. Handle larger or strategic customer accounts as requested.
13. Lead special projects.
14. Perform additional duties and projects as assigned by management.

QUALIFICATIONS

1. Excellent presentation, written, and oral communication skills
2. Strong interpersonal skills and experience initiating and building positive relationships
3. Strong organizational and time management skills with the ability to manage multiple projects
4. Cross-functional leadership and team coordination skills
5. Proven ability to navigate difficult and complex customer concerns with ease
6. Creative problem-solver who acts confidently – spearheading solutions to problems that arise
7. Demonstrated ability to research issues in a resourceful manner prior to escalating
8. Subject matter expert in multiple brands
9. Demonstrated negotiation and persuasion skills; ability to be tenacious
10. Able and willing to travel on-site for customer visits as required by the business (up to 25%)

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Apply for this job

* indicates a required field

First Name *

Last Name *

Preferred First Name

Email *

Phone

Resume/CV

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Are you currently employed? *

Date Available For Employment? *

Have you previously applied for employment with Fortra? *

Have you ever been employed by Fortra? *

Confirmation of Privacy Policy *

Our complete Privacy Policy can be found here.

LinkedIn Profile (optional)

What is your desired salary range for the position to which you are applying?

Please list a range (numeric values only)