Customer Success Specialist

Job Description

Job Summary / Objective

The Customer Success Specialist plays a key role in driving customer engagement and ensuring a positive customer experience across the entire lifecycle — from onboarding and adoption to post-project engagement and renewal. The Customer Success Specialist is responsible for supporting establishing and nurturing relationships with clients to enhance value, satisfaction, and retention. This role focuses on understanding client needs, assisting in the adoption of solutions, and contributing to the voice of the customer within the organization.

Key Responsibilities :

• Client Relationship Support
• Engage with customers, partners and internal stakeholders and support foundational relationships with key customers to enable quality solution delivery and health
• Facilitate effective communication between clients and decision makers to smooth adaptation of solutions and address any concerns that may arise during implementation
• Understanding Client Needs
• Gather customer feedback and insights to represent the "Voice of the Customer" within the company to ensure that client perspectives are considered in product development and services Improvements by conducting surveys and Interviews to collect feedback and present findings to relevant teams

Provide clients with consistent updates on project status and any issues that arise to maintain transparency and build trust with clients by scheduling regular communication touchpoints

Requirements

Qualifications

EQUAL EMPLOYMENT OPPORTUNITY COMMISSION :

Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ, and advance in employment, qualified women, minorities and diversity representations. Alnafitha IT also makes reasonable accommodation for qualified individuals with disabilities, in accordance with the Saudi and Egyptian employment laws

Requirements

Bachelor's degree in Business Administration, Computer Science or equivalent. 5 - 7 years of work experience in similar roles. Experience in RFP, RFI pricing, internal approvals, CRM, Real-Time Bidding (RTB), Government Procurement , (Etimad platform), and Bid Management. Experience in preparing customer-centric proposals with attention to detail and information accuracy. Experience in managing the complete lifecycle of bids and RFPs / tenders. Executing and managing the process operations required at each stage of the tender / bidding process, meeting both in and out requirements. Experience in designing optimized solutions to increase productivity and meet SLAs. Strategic planning and implementations to optimize the team's efficiency. Expertise in making fund flow models for the project during the pre-sales stage. Maintaining streamlined coordination between the project team and clients for smooth execution of projects. Experience in maintaining business relations with clients. Strong organizational and time management skills Strong research skills Proficiency in Microsoft Office Suite with an emphasis on Excel and Word Strong project management skills. Personal Skills : Must have excellent communication (written / verbal), presentation, judgment, analytical, customer service, interpersonal, group, and project / task management skills. Excellent problem solving, planning skills pay attention to detail. High sense of responsibility and ownership, acting like an owner in what you do. Being able to work on their own or in a team. Being able to work to tight deadlines. Ability to maintain composure during a stressful situation. Fluent in Arabic and English.