وظيفة مستشار نجاح عملاء لدى Kaizen Firm بمدينة الرياض

Role:

One of our clients is looking for a Senior Associate - Customer Success based in Riyadh, Saudi Arabia. This position will report to the Group Director, Enterprise Solutions and will be responsible for managing customer relationships, ensuring customer satisfaction, supporting onboarding and adoption, and driving customer retention and growth.

Key responsibilities:

• Managing the onboarding of new customers, including initial setup, implementation, training, resources, and ongoing support to ensure a smooth transition and early product/service adoption.
• Building and maintaining strong relationships with assigned customers and acting as a trusted point of contact.
• Understanding customer needs, challenges, and pain points and proactively recommending suitable solutions.
• Monitoring customer engagement and satisfaction metrics and identifying areas for improvement.
• Providing ongoing customer support, troubleshooting assistance, and guidance on the effective use of products and services.
• Driving customer retention by developing strong relationships and supporting customers throughout their lifecycle.
• Identifying opportunities for upselling and cross-selling additional products or services.
• Supporting contract renewal activities and developing renewal plans based on customers’ evolving needs.
• Gathering customer feedback and representing customer needs internally.
• Working cross-functionally with teams such as operations, finance, and marketing to address customer needs and improve the overall customer experience.
• Working independently with senior managers and stakeholders across regional markets.
• Monitoring customer satisfaction, engagement, adoption, retention, and revenue growth metrics.
• Supporting continuous improvements to the customer onboarding and service experience.

Key Performance Indicators (KPIs):

• Customer Retention Rate
• Net Promoter Score (NPS)
• Customer Lifetime Value (CLV)
• Customer Churn Rate
• Revenue Growth from Existing Customers
• Customer Engagement Score
• Average Resolution Time
• Product Adoption Rate
• Customer Feedback and Satisfaction
• Contract Renewal Rate
• Expansion Revenue Rate
• Onboarding Efficiency

Required skills:

• Strong communication, interpersonal, and problem-solving skills.
• Strong ability to build and maintain long-term client relationships.
• Strong customer-focused mindset with the ability to understand and address client needs.
• Ability to work independently and manage relationships with senior stakeholders.
• Strong commercial awareness and ability to identify upselling and cross-selling opportunities.
• Good understanding of customer satisfaction, retention, and engagement metrics.
• Experience using Customer Relationship Management (CRM) systems.
• Strong organizational skills with the ability to manage multiple customers and priorities.
• Arabic communication skills.

Desired knowledge & experience:

• Bachelor’s Degree in Business, Marketing, Communication, or a related field.
• Minimum 6+ years of experience in customer service, account management, customer success, or a similar role.
• Proven track record of achieving or exceeding customer satisfaction goals.
• Experience managing customer relationships and supporting customer retention and growth.
• Experience in a similar Customer Success role within an MNC, IT company, Fintech, or similar environment is preferred.