Customer Success Manager

1 month ago


Riyadh, Saudi Arabia IQVIA Full time

**About the role**:
Manages a group of client service professionals within a part of a large or mid-sized market or an assigned group. Responsible for quality and service to client, ensuring client obtains maximum value from products and services.

Develops, manages and delivers support services to the organization's sales force. Collects and interprets sales data and analytics, manages large sales initiatives, and provides operational support.

Responsible for retaining and strengthening current relationships. Works closely with account managers and sales specialists to ensure sales renewals. Liases with sales and delivery groups for clients.

Maximizes cross-sales opportunities through customer profiling with the ultimate goal of cultivating interest in other solutions and services.

**Role Overview**:
60% of the role is to ensure overall client satisfaction as prerequisite for further successful business development and 40% of the role is to secure and grow our base business revenue.

**Responsibilities**:
Under some guidance, coordinates IQVIA sales, consulting, service and business line activity to ensure that client needs are met by following an account plan to achieve IQVIA budget and client satisfaction targets.

Client Service
- Represents IQVIA to the client and the client to IQVIA in all service and sales related activity
- Manages basic to complex (approximately 3 to 5) accounts
- Builds client relationships across the client organization, from Business Insiders to Senior Executives
- Resolves 1st line service issues, and coordinates 2nd line support issues with the service teams
- Ensures thorough service reviews and transaction surveys that service agreements, contract specifications, and product deliverables meet clients’ specifications, including timeliness and quality

Manages a staff of client service professionals, providing direction and guidance and developmental opportunities.
- Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
- Serves as project leader between the client and IQVIA - translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments).
- Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service.
- Performs full assessments of client needs on a regular basis.
- Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed.
- Partners with account management to price products.
- May provide input into local client service strategy.

Sales
- Secure renewal contracts, collections, CRs and up sale.
- Develops a tactical and strategic understanding of the client’s business issues, and recommends a compelling solution using appropriate IQVIA products and services
- Coordinates business development and service activity with the Account Director, Sales, Consulting and Service Specialists to validate opportunities to achieve account plan, revenue and client satisfaction targets
- Under some guidance, develops strategy for expanding scope of existing contracts and identifying new business and win back opportunities

**Required background**

Requires advanced business and technical knowledge of Hospital Information System (HIS), Revenue Cycle Management, Pharmacy Management System, Payer/ Provider business (Healthcare insurance-business process and workflow) and other business related areas.

Minimum 10 years of prior relevant experience

Bachelor’s or above in either Business, health informatics, computer science/IT or any equivalent degree



  • Riyadh, Saudi Arabia SAS Full time

    : *This position is based in KSA* As a Customer Success Manager, you will manage a portfolio of customers who have purchased our strategic technology and solutions with the goal of supporting the customer from onboarding through technology adoption and use expansion. This position is an integral part of SAS’ long term relationship with its customers, and...


  • Riyadh, Saudi Arabia Software AG Full time

    Our story goes beyond technology. We put people first - employees, customers, and partners. We build strong teams and cultivate relationships that last. We provide incomparable products, solutions, services, and technical excellence for our customers. We are a team of over 5,000 colleagues across 70+ countries who value inclusion, integrity, and innovation....


  • Riyadh, Saudi Arabia SITA Full time

    **Overview**: **Customer Success Manager** As Customer Success Manager your primary objective of this role is to make SITA customers successful and seen as a business partner. Partnering with customers (up to VP level) on SITA Service Management solutions that will help our customers achieve their business goals objectives and outcomes. Reporting to the...


  • Riyadh, Saudi Arabia Contentsquare Full time

    Contentsquare is a global digital experience analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team - known as the CSquad - representing more than 72 nationalities across the world. In 2022, we raised $600M...


  • Riyadh, Saudi Arabia Contentsquare Full time

    Contentsquare is a global digital experience analytics company empowering the brands you interact with every day to build better online experiences for all. Since our founding in France in 2012, we have grown to be a truly global and distributed team - known as the CSquad - representing more than 72 nationalities across the world. In 2022, we raised $600M...


  • Riyadh, Saudi Arabia Midis Group Full time

    **Job Information**: Company Name **MDS For Computer Systems** *** Department Name **SI - Professional Services** *** Industry **IT Services** *** Work Experience **4-5 years** *** City **Riyadh** *** State/Province **Ar Riyad** *** Country **Saudi Arabia** *** Zip/Postal Code **11564** **About us**: With more than 4500 professionals, over 50...


  • Riyadh, Saudi Arabia Udacity Full time

    **About Us** Udacity is on a mission to change lives, businesses and nations through **_radical_** talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and...


  • Riyadh, Saudi Arabia Grand Community Co Full time

    Grand Community is the biggest bulk influencers marketing service in the region, operating in 5 countries with 5 offices and over 500 employees. Founded in 2019, the company offers 24/7 campaign management and the best marketing tool in the form of word-of-mouth through more than 5000 community blogger members. The community consists of diverse categories...


  • Riyadh, Saudi Arabia Vectra Full time

    Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. **About the Role**: The Customer Success Manager (CSM) is a critical role in at Vectra and is responsible for developing and handling Vectra's most valuable asset, our customers. The CSM is responsible for the relationships with the customers,...


  • Riyadh, Saudi Arabia Genesys Full time

    Manage a portfolio of customers serving as their primary business point of contact throughout their CX journeyUnderstand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success)Prescribe the adoption and use of...


  • Riyadh, Saudi Arabia WorkFlex Full time

    · Act as a trusted advisor to our customers, providing guidance and support to help them achieve their business goals· Lead complex customer onboardings and training initiatives to ensure successful adoption of products and services· Develop and maintain strong relationships with key stakeholders within customer organization·...


  • Riyadh, Saudi Arabia Unifonic Full time

    Proudly voted a Great Place to Work®, we are a dynamic startup in the SaaS space that is revolutionizing how businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies. We pride ourselves on our fun and collaborative work environment,...


  • Riyadh, Saudi Arabia Unifonic Full time

    Proudly voted a Great Place to Work®, we are a dynamic startup in the CPaaS (Communication Platform as a Service) space that is revolutionizing how businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies. We pride ourselves on our...


  • Riyadh, Saudi Arabia SAS Full time

    : At SAS, where you start doesn’t have to be where you end; and there is ample opportunity for internal career mobility. Whether you’re looking to grow a new skill or experience a new role, there’s no time like the present to take the next step; and we’re here to support you in your journey. **About the job** The Customer Success team is looking...


  • Riyadh, Saudi Arabia SKS Enterpprise Full time

    **Position Name -** **Customer Success Manager **Location**: - Riyadh, Saudi Arabia **Experience Range -** **4 to 7 years **Work Model -** **Work from Office **Mandatory Requirement**: - Minimum of 5 years of quota-carrying sales experience at a software/technology company - Track record of qualifying and closing consultative / service-led sales,...


  • Riyadh, Saudi Arabia Udacity Full time

    **About Us** Udacity is on a mission to change lives, businesses and nations through **_radical_** talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and...


  • Riyadh, Saudi Arabia McGraw Hill LLC. Full time

    Overview: **Customer Success Consultant - Saudi Nationals Only** When was the last time you experienced the impact of your work? Our Customer Success team thrive on building meaningful relationships with educators and learners. Due to continued growth across our Middle East operation, we are seeking a self-motivated and pro-active **Customer Success...


  • Riyadh, Saudi Arabia Innovative Solutions Full time

    **Company Description**: Innovative Solutions (IS) is a leading pure-player Cybersecurity company in the GCC established in 2003 having headquartered in Riyadh with presence in Al Khobar, Jeddah, Dubai, and Abu Dhabi. We are the trusted advisor in providing world-class tailored and purposeful Cybersecurity Services and Solutions that exceed our clients’...


  • Riyadh, Saudi Arabia Taqrer Full time

    ● Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction● Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services● Develop and maintain customer-success strategies and best practices, as well as...


  • Riyadh, Saudi Arabia Bayzat Full time

    **Who we are**: Known as the Work Life Platform, Bayzat is one of the leading employee benefits SaaS platforms that is on a constant mission to **make a world class employee experience accessible to every company**. We are redefining the way work works for the better, making automated HR, Payroll, Employee Benefits and Insurance a possibility for all...