Customer Success Manager

The purpose of this position is to drive long-term client value, retention, and adoption of complex software and solutions systems. The CSM acts as the main bridge between the client and technical teams to ensure smooth factory operations and high return on investment, driving contract renewals, and preventing account churn. Duties and ResponsibilitiesManaging and growing relationships with key customers, acting as their primary point of contact. Engaging proactively with customers to understand their goals and challenges and offering solutions that align with their needs. Ensuring high customer retention and satisfaction levels by delivering exceptional service and support. Gathering customer feedback and communicating product improvement suggestions to the development team. Collaborating with internal teams to address customer feedback, resolve issues, and ensure smooth delivery of products and services. Developing and executing customer success strategies that drive product adoption and maximize customer value. Monitoring customer health metrics, tracking success KPIs, and regularly reporting customer outcomes to leadership. Advocating for the customer within the organization to ensure their needs are prioritized. Onboard new clients and guide them through product setup, training, and initial usage to ensure successful implementation. Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals. Identify upselling and cross-selling opportunities to expand customer use of the company’s products and services. Oversee customer lifecycle management and identify areas for optimization. Conduct customer onboarding sessions to ensure successful product adoption. Create and deliver customized reports, presentations, and performance insights to demonstrate the impact of our solutions. Lead customer training sessions, workshops, and demonstrations to enhance product knowledge and usage. Assist in the development of customer success playbooks and resources. Serve as the liaison between customers and internal teams, such as product development, sales, and support. Manage customer escalations and ensure issues are resolved quickly and effectively. Qualifications7+ years of experience in similar roles.  Bachelor’s degree in business, computer science, engineering, or related field. Strong Verbal and written Communication skills. Strong presentation skills in Industrial automation system (knowledge of AVEVA core technologies, business initiatives and services OR similar products like PI System, SCADA, MES, Industrial Applications, Industrial IT is a plus). Ability to work well with cross-function and geographically distributed teams. Strong multi-tasking ability with a keen sense of prioritization. Strong relationship management and organizational skills. Experience with project and program management methodology and techniques. ‘Out-of-the-box’ thinking that will enable delivery of solutions and services tailored to individual customer profiles and situations. Ability to think strategically, as well as tactically. Effective use and understanding of CRM systems, Office 365, SharePoint, PowerBI. Language Requirement(s): Arabic, English. Key CompetenciesGrowth Mindset Actively seeks to learn and improve by adopting new ways of working and staying updated on industry trends. Open to feedback and learn from mistakes to enhance personal and team performance. Skills Development Demonstrates a willingness to learn and develop sales, product, and customer engagement skills. Works closely with senior leaders and mentors to build capabilities that support AITS’s growth objectives. Collaborative Influence Builds positive relationships and works effectively with colleagues, managers, partners, and customers. Supports senior team members in stakeholder engagement and learns to adapt communication styles based on audience needs. Commercial Acumen Understands internal and client business dynamics and how to shape solutions that create commercial value. Ability to understand the dynamics between risks and opportunities and how to mobilize resources effectively to maximize their benefits. Customer-centric Focuses on discovering and understanding current and future customer expectations and needs and finds ways to meet and exceed customer needs and expectations through improved quality, service, and value. Results Driven Has sustained energy and determination in the face of obstacles to set and meet challenging targets, in compliance with quality, time, and diversity standards, and delivering the required business results. Problem-Solving & Adaptability Develops analytical and problem-solving skills to handle day-to-day sales challenges. Remains flexible and open to change, adapting to evolving customer demands and market dynamics with guidance from senior managers. Technical CompetenciesSales Strategies and Techniques Applies solid knowledge of sales methodologies, including prospecting, solution selling, and closing techniques. Contributes to sales strategies by identifying target markets, prioritizing prospects, and managing assigned territories. Possesses a good understanding of the infrastructure industry, particularly midstream and downstream operations, to effectively position AITS’s solutions. Proficient in using CRM systems and sales enablement tools to manage leads, monitor customer activities, and optimize the sales process. Sales Performance Analysis Monitors and analyzes sales performance metrics to ensure targets and KPIs are met. Prepares and reviews pipeline reports to assess progress and identify gaps in sales coverage. Utilizes sales analytics dashboards and data-driven insights to refine approaches and improve conversion rates. Market Intelligence and Competitor Analysis Conducts market research to understand customer needs, industry dynamics, and emerging opportunities. Analyzes competitor offerings and market positioning to support value-driven selling strategies. Shares findings with the team and contributes recommendations for differentiating AITS’s solutions from competitors. Leverages market insights to support territory planning and identify cross-selling or upselling opportunities. If you want to make a mark, contribute to groundbreaking projects, and be a part of a team that's shaping the future, we want to hear from you. Send your CV to career@aitsmena.com. Please mention in the title: Customer Success Manager Join us, and let's co-create the future!