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Customer Success Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Apps Wave Full time

Company Description:

Apps Wave provides innovative digital solutions including enterprise portals, mobile apps, chatbots, websites, and intelligent platforms. We deliver scalable, secure, and modern systems for organizations undergoing digital transformation

Role Description:

This hybrid role in Riyadh, Saudi Arabia is responsible for building strong, long-term relationships with clients, ensuring successful onboarding, product adoption, and ongoing satisfaction. This role focuses on maximizing customer value, reducing churn, and identifying opportunities for growth.

Key Responsibilities:

Customer Relationship Management

  • Serve as the primary point of contact for assigned customers.
  • Build and maintain strong, long-lasting client relationships.
  • Conduct regular check-ins, QBRs (Quarterly Business Reviews), and strategic discussions.

Onboarding & Adoption

  • Lead customer onboarding and ensure a smooth implementation process.
  • Train customers on product features, tools, and best practices.
  • Monitor product usage and drive adoption across all user levels.

Support & Issue Resolution

  • Collaborate with technical support and product teams to resolve customer concerns.
  • Escalate critical issues and ensure timely resolution.
  • Communicate product updates, enhancements, and new features.

Growth & Expansion

  • Identify upsell and cross-sell opportunities.
  • Work with Sales to support contract renewals and expansions.
  • Provide insights into customer needs to help shape product development.

Qualifications:

·       Bachelor's degree in business, Marketing, IT, or a related field.

·       Proven experience in Customer Success, Account Management, or Client Relations

·       Strong communication, presentation, and interpersonal skills.

·       Ability to analyze data, track KPIs, and manage multiple accounts simultaneously.

·       Problem-solving mindset with a customer-centric approach.