Customer Success Manager

7 months ago


Riyadh, Saudi Arabia Novasyte 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

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible - to help our customers create a healthier world. Learn more at


  • Customer Success Manager

    29 minutes ago


    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 ASWAT Full time

    We are currently seeking a **Customer Success Manager** to join our team at** ZIWO - KSA Team**. About ZIWO: **ZIWO** connects users across 145 countries, including the GCC, enabling instant expansion into new markets. **Technical/Interpersonal Competencies**: - Effective Communication Skills - Technical Proficiency: A comprehensive understanding of the...


  • 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 Checkout.com Full time

    We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re number 9 on the Forbes Cloud 100 list and on Glassdoor’s list of Top 10 fintechs to work for. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences...


  • Riyadh, Saudi Arabia Dataiku Full time

    At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts...


  • Riyadh, Saudi Arabia Foodics Full time

    **Who Are We❓** We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarters in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully...


  • 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 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 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 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 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 AUMET Inc. Full time

    AUMET is the leading B2B marketplace to sell medical products between healthcare providers and distributors. We are innovating how distributors of medical supplies do business with consumer selling points such as pharmacies. With 500,000 transactions per month, AUMET marketplace is a fast growing product that is capturing market share and is on a road to...

  • Customer Success

    8 months ago


    Riyadh, Saudi Arabia Shaguf Full time

    **Company Summary** Shaguf is an EdTech marketplace that empowers passionate instructors by building them the tools they need to grow, manage, and teach in a way students love! Shaguf also empowers students by helping them learn smarter, not harder. **Job Summary** As a Customer Success for Shaguf, you will be responsible for managing and building...


  • Riyadh, Saudi Arabia Foodics Full time

    **Who Are We❓** - We Are Foodics!_ a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully...


  • Riyadh, Saudi Arabia Quant Full time

    Quant is a prominent consultancy that provides services and products in Data Science, Artificial Intelligence and Business Intelligence. Our aim is to empower aspiring businesses and dynamic governments to become data driven, allowing them to optimize operations, enhance efficiency and augment decision making. We are looking for an experienced Customer...


  • Riyadh, Saudi Arabia Salla Full time

    Salla is a leading provider of information technology and services to businesses of all sizes. We are currently seeking a skilled Customer Success Manager to join our team in a scaled accounts role. As a customer success manager, you will be responsible for ensuring that our customers are getting the most from our products and services. You will be the...


  • Riyadh, Saudi Arabia Lucidya Full time

    **Purpose**: **Roles & Responsibilities**: - Manage customer onboarding and product training. - Educate customers on the use and benefits of our products and services. - Ensure customers get fast time-to-value. - Keep clients engaged and regularly using products (increasing adoption). - Build customer loyalty and reduce churn (increasing retention). -...


  • Riyadh, Saudi Arabia Lucidya Full time

    **Requirements**: - BS degree in Business Administration or related field. - Proficiency in English. - Proficiency in Microsoft Office. **Roles & Responsibilities**: - Manage customer onboarding and product training. - Educate customers on the use and benefits of our products and services. - Ensure customers get fast time-to-value. - Keep clients engaged...