Customer Success Executive

3 weeks ago

Riyadh, Saudi Arabia Marn Full time

Here at Marn, we are proud of having a customer-centric approach as a lifestyle. The success of our customers in unlocking the full potential of their businesses via a smooth harness of Marn’s products value is what keeps us awake at night. We are looking for a guardian angel for our customers’ success with all aspects of their relationship with Marn. The Customer Success Officer is the hero in going above & beyond to ensure the best possible customer experience. From constant touchpoints, understanding customer journey, solving challenges, helping customers overcome obstacles, to hand-holding them through their entire journey with Marn. The ultimate goal of the customer success’s guardian angel is the success of their businesses. No matter what it takes.

The Customer Success Officer wears different hats from being the wise one, the counsel, the problem solver, the lobbyist, and the best friend. The wise one who knows all about Marn’s value proposition, the market, the use case, the current customer journey, and the ultimate customer journey we aspire to accomplish. The counsel who deeply understands each customer’s needs & desires. The problem solver who rolls their sleeves to immediately support a customer needing help. The lobbyist in rallying resources, efforts, and teams focus to accomplish the ultimate customer experience. Finally, the best friend of all Marn’s customers. **Hint**, you will gain hundreds of close friends working as a Customer Success Officer at Marn

As Marn continues to grow rapidly, our customer base is expanding faster than ever. We believe that it is the soul of Marn to provide an astonishing customer experience. As a Customer Success Officer, your job is to proactively solve customer problems by accomplishing the smoothest customer journey. Designing and implementing solid workflows, seamless processes, effective tools, KPIs and targets are all essential to accomplish the utmost customer experience.

**About Marn**:
Marn is a technology company established in 2017. It was acquired by Jahez recently. The company develops Point of Sale (POS) “AKA cloud cashier system” software integrated with payment services to provide a one-stop solution for businesses in F&B, Retail, Entertainment, and Services. Marn grew massively in the past two years and continues accelerating its customer base's growth.

Here at Marn, we aspire to become close friends working together towards disrupting the industry. We plan to accomplish our vision & mission via a strong desire to win, embrace mistakes, and make bold moves. We rely on radical candor in our learning to never repeat the same mistakes. We care personally, yet challenge directly. Being part of Marn, you should expect to make mistakes, be challenged while challenging others, and WIN big.

**What You’ll Do**:

- Be a superhero in understanding Marn’s products, value proposition, customer segment, policies, procedures, industries, and product roadmap
- Invest your amazing knowledge of Marn to support our customers whenever & wherever. On the ground, in the sea, and above the clouds
- You’ll represent our customers in working closely with Marn’s Customer Happiness, Technical Support, Sales, Marketing, and Customer On-Boarding teams
- Design & implement work-flows, processes, and tools to enhance our customer journey
- Maintain a 360 view of the entire customer journey at all times and intervene wherever insufficiencies might occur
- Act as the voice of customers inside Marn by establishing the deepest understanding of Marn customers' needs & desires, then transfer the knowledge internally
- Support management in crafting Marn’s products development roadmap
- You will be the closest friend to all customers by going above & beyond in supporting them
- Unlock the empathetic counselor in you as if their issue is yours
- Implement processes & tactics to boost client retention
- Key holder for client continuity via managing subscription renewals

**Requirements & Skills**:

- Bachelor's degree in Industrial Engineering, Business Administration, or similar fields
- Superior communication skills in Arabic & English both written and verbal
- Minimum 1 year of experience in customer service, customer happiness, or similar fields
- Conflict resolution skills
- Established Analytical skills
- Empathy & patience to handle complicated situations
- A master in multitasking
- A hero in strategic planning and project management
- Efficiency in Microsoft Office

**Perks & Benefits**:

- Health insurance
- Subscription renewal based commission
- An opportunity to accelerate your career with a rapidly growing company

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