Partner Success Specialist

1 week ago

Riyadh, Saudi Arabia n.go Full time

**Job Summary**:
As a Partner Success Specialist, you will be responsible for ensuring the successful onboarding and continued success of our clients. You will act as a customer advocate and consultant throughout the customer journey, serving as the voice of the customer to the company.

You will also be responsible for educating clients on company activities and initiatives, handling up-selling tasks, and ensuring that agreed-upon activities are implemented based on customer stage during the journey.

**Responsibilities**:

- Ensure smooth onboarding of clients, making sure they go live successfully with N-GO
- Provide product know-how and training to clients assigned by the professional services team
- Educate clients on company activities and initiatives, and how to utilize them to achieve their goals based on certain processes and SLAs
- Act as the client advocate and consultant during the customer journey
- Ensure agreed-upon quarterly activities are implemented based on customer stage, resulting in increased system usage and dependency,and securing renewals and increasing customer lifetime value
- Escalate alarming issues to direct manager and related units
- Assist the Finance department with renewals, outstanding balances, and scope-related tasks for assigned clients
- Ensure customer details and contact data are up to date on our CRM
- Report potential churn cases to management and seek remedies to avoid and eliminate churn
- Take on any assignments from customer success management related to the customer success program and the well-being of the company
- Share business requirements in a clear manner to explain the objective and added value to the business
- Continuously review and test updates to always be an anchor for the customer, aligning them with new features that may be on their requirements list
- Handle up-selling tasks with customers
- Provide clients with training and educational resources to optimize their use of the company's products or services

**Requirements**:

- Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or relevant field
- Minimum of 3 years of previous experience in Customer Success, preferably with Information Technology or a start-up.
- Preferable Saudi National
- Strong computer skills including Microsoft Office and CRM databases
- Excellent analytical and problem-solving skills
- Strong communication skills; fluent in English and Arabic
- Self-starter with the ability to work independently and cross-functionally within groups
- Must be flexible to work in a fast-paced and evolving environment

**About n.go**:
n.go is one of the largest Virtual Drive Thru Applications in the Region. Leading the change in conventional drive-thru by connecting all restaurants with their customers in more ways than one across the Kingdom Of Saudi Arabia & United Arab Emirates.

With our pioneering concept of delivery and advanced technological solutions, n.go has come out as a contributor to the whole market, supporting all consumer businesses by being more accessible to their customers and maximizing their revenue, while understanding the changing customer behavior and providing a more personal experience.

SKIP THE LINE by our innovative Curbside pickup that allows the customer to pick up the online order from the store in their car without having to go inside.

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