Customer Relationship Management Specialist

Customer Relationship Management Specialist Get AI-powered advice on this job and more exclusive features.

The Manager - Customer Success is accountable for working closely with customers during all stages of engagement, from sales to solution and service deployment. The manager identifies customers’ needs, ensures successful onboarding / retention and provides service excellence and timely complaint management.

Technical and Operations

• Understand customers’ business goals, align with the company functionality and strategy and lead on a strategic technology solution roadmap;
• Manage the customer adoption lifecycle and raise customer risks / blockers, where appropriate;
• Coordinate with peers in support, engineering and consulting to address customer issues and leverage the post‑sales customer experience;
• Build and iterate on a customer success framework to provide measurable business and technical value to customers;
• Provide insight from customer data to internal stakeholders for appropriate actions and decisions;
• Understand customers at‑risk and gaps that can hinder overall implementation, rollout and / or adoption of the solution;
• Manage the ongoing post‑sales experience with priority customers, managing both the IT line of business and key customer stakeholders;
• Address customer service issues and escalated complaints and ensure a prompt feedback and follow up;
• Answer customers’ comments and suggestions and submit related reports and recommendations;
• Iterate ways to improve performance, efficiency and efficacy on metrics and customer feedback;
• Manage large projects or processes that span outside of the immediate job area;

Talent Development

Conduct regular performance reviews, identify training needs and oversee development plans.

Education Bachelor’s degree in Business Administration or any other related field

Experience At least 2 years of relevant experience

Customer centric

Accountable

Agile

Leadership

Problem solving and decision making

Business awareness

Negotiation

Seniority level Entry level

Employment type Full‑time

Job function Information Technology and Business Development

Industries Information Technology & Services and Computer and Network Security

Location : Riyadh, Saudi Arabia

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