Customer Success Manager

2 weeks ago

Jeddah, Saudi Arabia Salla Full time

**Responsibilities**:

- Managing end to end relationships and performance for our merchants
- Coach merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goal
- Mananage the successful handling of new clients, maintain existing customers, negotiate renewal and upsell conversations, and proactively mitigate churn, improve existing processes for merchant onboarding, growth, and management
- Meet with clients regularly to establish strong relationships and inspire them to improve and strengthen their adoption to Salla
- Work closely with sales, product and engineering teams to share customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Salla.
- Identify areas for improvement, including opportunities for product adoption and implementing new Salla features; recommending ways to best utilize Salla's solutions.
- Keep project timelines updated, monitoring deadlines each week and making adjustments as needed
- Schedule resources needed (design, dev, consulting) and manage resource relationships efficiently
- Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
- Working cross-functionally with the business, operations, marketing, product and tech teams.
- Addition tasks based on assigned projects or job requirements

**Requirements**:

- Bachelor’s degree in Business Administration., MIS, Computer Science, IT or related field.
- +2 years of experience in Account Management at an e-commerce/ SaaS company.
- Advanced communication and negation skills
- Experience in Customer Relation Management is a plus
- Up-to date understanding of new technologies
- Satisfactory problem-solving skills to help resolve customer complaints or needs

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