Riyadh Customer Success Manager

**ABOUT ASTROLABS**

AstroLabs is committed to developing the tech ecosystem of the MENA region and is leading the charge in this effort. We enable the international expansion of organizations in the UAE and KSA, operate co-working spaces in Dubai and Riyadh, head the leading innovation-driven Community, run one of the highest-rated digital skills Academies in the region, provide Talent and recruitment services, and deliver amazing programs for entrepreneurs, government and corporate partners.

**JOB DESCRIPTION**

AstroLabs KSA Expansion was the first partner of MISA to set up companies in KSA. We’re the preferred market entry partner for an array of multinational corporations and scaling startups expanding into Saudi Arabia. We handle local company registration and offer a full range of post setup services, as well as provide soft-landing and 24/7 coworking space access in Riyadh.

We’ve set up over 250+ companies in KSA and have an active Community of over 180 members with leading regional and international founders and C-level executives. You’ll be responsible for supporting Community members, ensuring they’re engaged and thriving. Join us to become an enabler of growth for these companies, driving connections and networking, Community and ecosystem access, recruitment and team growth, and the adoption of post-setup services so that we continue to support their growth journeys in the region.

We are Ambitious, we take Ownership, and are committed to Excellence. If you are a high performing, driven individual that loves working with high growth companies or have founder experience, then read on - we would love for you to join our dynamic team

**RESPONSIBILITIES**

**Community Engagement**
- Develop and nurture relationships with members, fostering a thriving community in person and online
- Make valuable connections and introductions for members, leveraging alumni, partners, the AstroLabs Dubai Community, etc.
- Discover and address members’ specific objectives and business needs with tailored action plans
- Lead one-on-one meetings with GMs to identify areas of opportunity, collaboration and support and follow up accordingly
- Proactively seek members’ feedback and take positive action to improve member experience
- Propose new initiatives for the community based on the insights gained from interactions with the community (such as events, webinars, upskilling opportunities, mentoring sessions, etc.)
- Draft communications to share events, opportunities, benefits, etc., with the community so they’re well informed and up to date

**Member support**
- Resolve members’ issues in a timely and professional manner
- Manage membership changes (upgrades, downgrades, additional seats, reserved desks, renewals, etc.)
- Support the growth of the business in our community by upselling and cross-selling additional AstroLabs products and services (post-setup, hiring), and connecting them to partners for areas we don’t offer direct support in (solid network of support contacts)

**Partnerships**
- Maintain relationships with key strategic partners, ensuring they're engaged and delivering
- Assess new partnership opportunities and leading communication to establish new partnerships
- Provide clear benefit to partners to maintain positive relationships
- Look for opportunities to leverage partner networks and expertise
- Communicate and connect our community members to partners

**What do you need to be successful in this position?**
- 6+ years of experience, ideally working in advisory or entrepreneurial ecosystems.
- Business understanding and passion for business and entrepreneurial communities.
- Excellent interpersonal, networking and customer service skills. A natural “people person” with drive, enthusiasm and high energy.
- Experienced in planning and launching initiatives, events, projects or businesses.
- Strong organization and project management skills. Able to own projects from start to finish, work independently, and coordinate with teams.
- Highly skilled at prioritization and time management. Able to multitask and handle a complex, varied workload with multiple priorities and projects.
- Excellent verbal and written communication skills. Able to write professionally.
- Experience in collecting and synthesizing information and producing reports.
- Driven by impact and outcomes. A serious “make it happen” attitude.
- Focused on finding ways to do things better and faster.
- Perfect English and Arabic.
- Proficient with the Microsoft Office suite (especially Excel, Word, PowerPoint) and Google Apps (Drive, Sheets, Docs, Forms).
- Strong financial skills or business acumen are a plus.
- Demonstrate integrity, dependability, ownership, accountability, self-awareness, work ethic, and empathy.
- Be a brand ambassador for AstroLabs and represent the business with a professional and positive attitude at all times.