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Customer Success Specialist

4 months ago

Jeddah, Saudi Arabia Alnafitha IT Full time

We support the Kingdom s largest and most complex organizations across all industries in delivering Enterprise Transformation with clear mission to support our customers to grow better not just bigger focusing on efficiency and not just effectiveness.


We are currently searching for an enthusiastic and innovative Customer Success Specialist to work with our Customer Success team.

Customer Success Specialist (CSS) plays a vital role in ensuring customers achieve their desired outcomes and derive maximum value from a companys products or services. They act as a dedicated liaison advocate and advisor building strong relationships and fostering longterm customer satisfaction.

Key Responsibilities:

1Building Relationships:

  • Developing strong relationships with assigned customers understanding their unique needs and challenges.
  • Serve as the primary point of escalation on customer issues and feedback related to our services.

2Feedback & Advocacy:

  • Serve as the voice of the customer within the organization advocating for their needs and interests.
  • Work with the sales and marketing team to drill customer references and develop case studies.
  • Collaborate with project team to address customer feedback and enhance the user experience.

3Retention and Upselling:

  • Identify opportunities for upselling and crossselling additional products or services.
  • Develop and implement strategies to increase customer retention and reduce churn.
  • Work with the sales team to ensure smooth handovers and alignment on customer goals.

4Performance Metrics and Reporting:

  • Track and report on key customer success metrics such as renewal rate satisfaction scores and net promoter score.
  • Prepare and present regular reports on customer success activities and outcomes.
  • Use data and insights to continuously improve the customer success program.


Requirements

Qualifications:

  • Education:
    • Bachelor s degree in information technology Business Administration or a related field.
  • Experience:
    • 0 1 years of experience in customer success account management or a related role in the IT services industry.
  • Skills and Competencies:
    • Strong understanding of IT solutions and the ability to communicate technical concepts to nontechnical audiences.
    • Ability to manage multiple customers and priorities simultaneously.
    • Strong communication and interpersonal skills to build rapport and trust with customers.
    • Proper phone etiquette & effective listening skills.
    • Excellent customer service orientation with a focus on exceeding expectations.
    • Ability to explain complex technical concepts in a clear and concise manner.
    • Problemsolving skills to identify and resolve customer issues efficiently.
    • Excellent written and verbal communication skills


Education: Bachelor s degree in Computer Science, Information Technology, Communications or a related field, or equivalent experience. Experience: 0-2 years of experience in IT support, infrastructure management, or a related field. Certifications: Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals CompTIA Network+, CompTIA Security+, VMWare) are a plus. Internships: Relevant Internships (e.g., Information Technology Institute (ITI) , National Telecommunication Institute (NTI) are a plus. Skills and Competencies: Technical Skills: Basic understanding of network and server infrastructure. Familiarity with different operating systems. Knowledge of virtualization technologies (VMware, Hyper-V). Understanding of security principles and best practices. Soft Skills: Strong problem-solving and analytical skills. Excellent communication and interpersonal skills. Ability to provide exceptional customer service and manage client relationships. Detail-oriented with good organizational skills.