Enterprise Associate Customer Success

JOB DESCRIPTIONEnterprise Associate - Customer SuccessJob Location: This position will be based in Riyadh, KSA. Reporting Line:

• Reports to the Sales Manager.Position Overview : The Enterprise Associate - Customer Success plays a pivotal role in a company's success by ensuring customer satisfaction and driving long-term growth. The main purpose is to champion the customer experience, ensuring that the clients fully realize the value of the service provided and keep them informed with the latest product updates, in addition to supporting in day-to-day technical matters and contractual lifecycle.

Job Responsibilities

• Onboarding new customers: Welcomes new customers to the company and guides them through the initial set-up and implementation process. This includes providing training, resources, and ongoing support to ensure a smooth transition and early adoption of the product or service.
• Managing customer incidental queries and satisfaction: Builds and maintains strong relationships with assigned customers.
• Listen to customer feedback: Identify their pain points, and proactively suggest solutions, also track customer engagement and satisfaction metrics to measure progress and identify areas for improvement.
• Providing ongoing support: To act as a trusted advisor to the customers, offering ongoing support and troubleshooting assistance. Answer questions, resolve issues, and provide guidance on how to best use the product or service to achieve desired results.
• Renewals and upselling notification: Plays a key role in driving customer retention. Work – in conjunction with the sales account manager - to develop renewal plans that meet their evolving needs. Responsible for keeping both the client and sales account manager informed on the usage with intuitive dashboards and notifications.
• Advocacy and feedback: Gather customer feedback and advocate for their needs within the company. Work cross-functionally with other departments, such as operations, finance, and marketing, to ensure that the customer’s voice is heard, and that products and services are continuously improved, and delivered on time.KPIs:
• Usage Reporting: Regular quarterly reports to customers on their complete usage, existing balance, expiry date.
• Maximizing Utilization: To encourage customers to increase their adoption and utilization by providing product updates, best practices, and different use cases that the clients can benefit from.
• Customer Engagement Score: Quantifies the level and depth of interaction between the customer and the enterprise support associate. Tracker-based.
• Average Resolution Time: Tracks the average time taken to resolve customer issues or queries, indicating the efficiency and effectiveness of the customer support team.
• Product Adoption Rate: Measures how quickly and extensively customers are using the company's products or services, indicating successful onboarding and integration.
• Customer Feedback and Satisfaction Surveys: Regular surveys to gather qualitative feedback on customer satisfaction, product/service improvement areas, and overall experience.
• Onboarding Efficiency: Evaluates the effectiveness and speed of the customer onboarding process, ensuring that new customers are quickly and successfully integrated.Qualifications & Skills:
• Strong communication, interpersonal, and problem-solving skills.
• Strong presentation preparation skills.
• Arabic and English Communication Skills. Speaking and writing is a must.
• Ability to provide elite client experience
• Proven track record of exceeding customer satisfaction goals
• Prior experience in a similar role of Customer Success in an MNC, IT Company, or Fintech, would be preferred. Education
• Bachelor’s degree in business, Engineering,Data, IT, Computer Science or a related field. Experience:
• Minimum 3 years of experience in customer service, account management, or a similar role.