Customer Success Manager
3 weeks ago
**Job Information**:
Company Name
**MDS For Computer Systems**
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Department Name
**SI - Professional Services**
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Industry
**IT Services**
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Work Experience
**4-5 years**
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City
**Riyadh**
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State/Province
**Ar Riyad**
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Country
**Saudi Arabia**
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Zip/Postal Code
**11564**
**About us**:
With more than 4500 professionals, over 50 of the world’s leading IT vendors, and a solid 50-year track record of performance and reliability, the Midis Group is an international organization comprised of over 170 companies across the emerging markets of Europe, the Middle East & Africa. The group is known for its advanced offering of ICT services and consultancy, system integration capabilities, software and hardware solutions, and distribution coverage, along with Data Center capabilities, IT infrastructure and power solutions. The Midis Group was named as one of the World Economic Forum's initial 100 Global Growth Companies. We focus on providing the best in services, with integrity, to vendors, partners, and customers across the destinations we serve.
**Job Scope**:
Supporting MDS sales to upsell & maintain long-term customer retention by planning & execution the procured Cisco solutions & services onboarding, usage and adoption toward Customer Success requirements & business objectives
**Main Duties and Responsibilities**:
Be responsible for building a tight trusted relationship with MDS customers by:
- Developing and maintaining positive relationships with customers through Reviewing & Understanding their needs and expectations from the procured solution to help them design & implement the right solution features
- Responding to customer inquiries, and provides technical support, and coordinate to resolve issues in a timely manner.
- Helps the customer to adopt and integrate the solution with their existing infrastructure and educate them with the right solution features supporting their objectives.
- Track & Analyze customer data to understand their behavior, usage, and needs
- Identifying and pursuing upsell opportunities with MDS Sales & customers to increase revenue and customer satisfaction
- Monitoring customer health metrics and taking proactive measures to ensure customer success & continuous satisfaction
- Documenting & Reporting customer success metrics during each milestone of the lifecycle of the solution implementation including enhancements, updates till renewal
- Developing & Implementing customized customer success plans for customers based on their unique needs and goals
- Reporting customer success metrics to internal teams, vendors and present findings to customers
- Conducting regular business reviews with customers to review their goals and how MDS can help to achieve them.
**Requirements**:
- Having excellent communication & interpersonal skills (BA or Marketing degree is preferable.)
- Preferred Saudi Nationality
- Good technical documentation, Reporting & presentation skills
- Good understanding of Networking products & services and welling to learn new software & products services
- Should be familiar with project management principles and practices
- Highly organized and able to multitask & can work well under pressure
- Good team player, Self-confident, motivated, and independent
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