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The Customer Success Advisor brings a focus on customer retention and increasing per-customer profitability to their work that is built upon a solid foundation of industry-wide experience, research, and hands-on expertise. They’ve helped many companies to accelerate and optimize customer success teams, streamline group process, and to select and implement appropriate elements of the Customer Success Technology Suite.
• Establish a trusted adviser relationship with your customers and drive key relationships. Understand our products, their features, functions and understand how they can be used to address customers concerns (High level)
• Assist in the process of delivering Clients successfully to the contract renewal of the account. You promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales and AM teams to ensure growth attainment and increased footprint.
• Act as the main point of contact for corporate client-related issues, both internally and externally
• Work closely with the customer to create, define and review success criteria
• Monitor customer support tickets to ensure SLAs are met
• Track product adoption to ensure high retention rates
• Track and align project objectives with company goals, and make sure project team is clear on objectives
• Help project team with the design and development tasks
• Help to resolve issues and implement corrective actions with urgency during the project stage. Triage, track, prioritize and resolve all client issues associated with a Client’s project and requests in a timely manner
• Ability to manage complex customer relationships that may extend across multiple products and regions
3 to 4 years
To excel in this position, you will need to:
Personal Skills (MUST):
Alnafitha International founded since 1993 in Saudi Arabia is a leading independent provider of IT services and solutions.
Alnafitha provides consistent processes and tools combined with the right skills at the right time and place. We design IT solutions that... (More)