Senior Associate - Customer Success

Responsibilities:

Onboarding new customers: SA-CA welcomes new customers to the company and guides them through the initial set-up and implementation process. This includes providing training, resources, and ongoing support to ensure a smooth transition and early adoption of the product or service.

Managing customer relationships: SA-CA builds and maintains strong relationships with assigned customers. They actively listen to customer feedback, identify their pain points, and proactively suggest solutions. They also track customer engagement and satisfaction metrics to measure progress and identify areas for improvement.

Providing ongoing support: SA-CA will act as a trusted advisor to their customers, offering ongoing support and troubleshooting assistance. They answer questions, resolve issues, and provide guidance on how to best use the product or service to achieve desired results.

Renewals and upsells: SA-CA will play a key role in driving customer retention and revenue growth. They identify opportunities for upselling and cross-selling additional products or services and work with customers to develop renewal plans that meet their evolving needs.

Advocacy and feedback: SA-CA will gather customer feedback and advocate for their needs within the company. They will work cross-functionally with other departments, such as operations, finance, and marketing, to ensure that the customer voice is heard and that products and services are continuously improved.

Requirements:

• Bachelor's degree in business, marketing, communication, or a related field
• Minimum 6+ years of experience in customer service, account management, or a similar role
• Strong communication, interpersonal, and problem-solving skills
• Arabic communication skills
• Ability to build and maintain relationships with clients
• Proven track record of exceeding customer satisfaction goals
• Experience with customer relationship management (CRM) systems
• Prior experience in a similar role of customer success in an MNC, IT company, or a fintech would be preferred.