Strategic Account Manager

Snaphunt; Riyadh; On-site; SAR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic leader to enhance customer success initiatives. This role involves optimizing customer onboarding and support processes while leveraging data analytics to drive insights and improve overall performance. You will collaborate with cross-functional teams to ensure adherence to best practices and foster a culture of excellence. If you have a go-getter attitude and a passion for customer satisfaction, this opportunity is perfect for you to make a significant impact in a thriving environment.

Benefits

Flexible working hours

Health insurance

Professional development opportunities

Team-building activities

Qualifications

• 2+ years in customer-facing role, preferably in SaaS.
• Proficiency in Arabic is a must.

Responsibilities

• Monitor CRM and ensure accurate data capture for Customer Success.
• Train new team members on tools and processes.

Skills

Customer Success Management

Data Analysis

Communication Skills

SaaS Experience

Process Optimization

Education

Master’s degree in Business Administration

Bachelor’s degree

Tools

CRM Systems

Customer Success Tools

Analytics Tools

Job description

The Offer

• Leadership Role
• Fantastic work culture
• Handling the Customer Success / Onboarding / Support Platform

The Job

Essential Functions and Responsibilities :

• Monitoring the CRM system & ensuring Customer Success is capturing the right data
• Handling the Customer Success / Onboarding / Support Platform
• Instill a data-driven rigor to decision-making to draw insights from CStools.
• Collect useful information from the CS tools.
• Integrate all success / onboarding / support tools with each other to share information and key data points.
• Train new success / onboarding / support & implementation members on tools, processes, and monitoring their adherence.
• Evaluate existing processes and identify areas for improvement to optimize overall output.
• Analyze data and create/share reports with top management with key insights and suggestions.
• Develop a Success Excellence system that tracks and maximizes the quality, efficiency, and performance of Customer Success.
• Own the CS tool stack and integrations with other relevant data sources.
• Lead the development and maintenance of a customer health score to inform CSMs’ decision-making.
• Serve as a liaison to other commercial teams on operational matters.
• Uncover and act on challenges, barriers, and opportunities around the Customer Success team’s efficiency and scalability.
• Provide operational support and develop processes that drive product adoption and successful client outcomes.

KPI’s

• Create playbooks
• Set Customer Success initiatives for the company
• Assess risk management
• Forecasting
• Examine existing processes for upsell opportunities
• Conduct customer churn analysis
• Set up processes to measure and monitor team KPIs and performance
• Work on incentive structures aligned with company and team goals

You will partner closely with the Sales Managers, Customer Success Manager, Support Executives, and Implementation Team to ensure maximum adherence to set processes.

The Profile

• 2+ years of experience, including at least 2 years in a customer-facing role (customer success or account management) in a SaaS setup
• Must have proficiency in reading, writing, and speaking Arabic
• Preferably a Master’s degree in Business Administration
• Experience with analytics, data, databases, or business intelligence is preferred
• Go-Getter attitude: willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Excellent communication skills: knowing what to say and how to say it
• Experience in Digital Marketing products is an added advantage

The Employer

Our client is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs.