Customer Success Associate

3 weeks ago


Riyadh, Saudi Arabia CEQUENS Full time
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 (e.g., Business, Communication, Technology) or equivalent experience
  • 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


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