Senior Associate - Customer Success

Riyadh, Saudi Arabia

Posted
Ref: SP891-285

Job description / Role

Employment: Full Time

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 acts 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 plays 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 gathers customer feedback and advocates for their needs within the company. They 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

About the Company

The Professionals is a Saudi leading Consulting firm that was established in 2015 in Riyadh, Saudi Arabia.

Since 2015 until now, we’ve become a successful partner in delivering unique consulting services to our partners who operate in different industries and sectors.

We always combine our service offerings by adopting global best practices with local in-depth understanding and delivering it with a passion to exceed our partners’ expectations to achieve their business objectives.

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