Customer Success Specialist - Riyadh, المملكة العربية السعودية - CEQUENS

وصف

We're looking for a passionate and proactive Customer Success Associate to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.

Responsibilities:

· Onboarding: Guide new customers through the initial product setup and usage process, ensuring they understand its value and features.

· Support & Engagement: Provide responsive and efficient customer support through various channels (email, phone, chat) and proactively engage with customers to identify potential issues and opportunities.

· Relationship Building: Cultivate strong relationships with customers by actively listening to their needs, providing personalized advice, and building trust.

· Revenue Retention & Expansion: Responsible on revenue retention, minimizing churn and identifying upsell and cross-sell opportunities within your customer base and present them effectively.

· Data Analysis & Insights: Monitor customer usage data and identify trends to personalize interactions, identify potential churn risks, and inform product improvements.

· Feedback & Reporting: Gather customer feedback, document resolutions, and generate reports to track progress and inform team strategies.

· Collaboration: Work closely with other teams (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs.

Requirements

· Bachelor's degree in a relevant field (, Business, Communication, Technology)

· 6-7 Years of experience in customer success.

· Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.

· Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.

· Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.

· Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.

· Experience with customer relationship management (CRM) systems and data analysis tools is a plus.

· Experience & background on CPAAS platforms is a plus.

· Passion for learning and a desire to continuously improve customer experience.