Customer Success Manager - KSA

Location: Riyadh, Saudi Arabia

Job Type: Full-time

Job summary

The Customer Success Manager (CSM) is a customer-centric individual with a technical aptitude. The CSM's responsibilities include supporting customers and building close relationships that often last beyond any one project or job order, ensuring process ownership with the business itself.

The CSM will work directly with clients to help solve their problems and ensure their satisfaction. The CSM will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

The CSM is expected to work closely with the internal team such as sales, service delivery, software development, and quality assurance.

Job Description

1. Act as a technical liaison between the company and the client.
2. Support in the day-to-day operations of the clients.
3. Respond to a reported service incident, identify the cause, and initiate the incident management process.
4. Prioritize incidents according to their urgency and influence on the business.
5. Build long-term relationships with existing clients and identify new opportunities.
6. Analyze customers' needs and suggest upgrades/additional features to meet their requirements.
7. Be in charge of post-sales support activities.
8. Gather requirements, implement and deliver solutions with the best practices.
9. Take ownership of critical incidents, coordinate with internal/external stakeholders, and establish effective communication between different parties for post-incident reviews.
10. Develop and conduct relevant and regular technical training for all Talentera's clients.
11. Maintain an active and regular dialogue with the team to ensure the team's objectives and processes are being met.
12. Attend customer meetings regularly with the sales force and core team in order to outperform budget and improve processes.
13. Assist in preparing materials that clearly outline the processes and systems for the career portal. The documentation will include what may be utilized for sales, sales training, and marketing.
14. Invest time in studying and thinking about continuous improvement strategies.
15. Continually assess progress and adequacy on all processes and procedures and suggest alternatives that may serve the products and company vision better.
16. Set up, administrate, and configure Talentera's solutions per client's inputs.
17. Lead workgroups, forums, and an environment for innovation and ensure the project management thereof.
18. Ability to multi-task, considering the job involves working on several assignments in parallel.

Skills (Required)

1. 2+ years of proven experience working as a Customer Success Manager / technical support specialist or in a similar role (Product Implementation, Delivery lead, etc.).
2. Solid technical background with hands-on experience in IT solutions.
3. Excellent troubleshooting skills.
4. Ability to quickly understand customers' needs and suggest timely solutions.
5. Strong client-facing communication skills (written, oral, presentation).
6. BS in Computer Science or relevant fields.
7. Fluent in English and Arabic.

Additional Skills

1. Past experience in system administration / technical support.
2. Past experience in technical sales.

While we sincerely appreciate every application received, only those candidates selected for an interview will be contacted.