Customer Success Advisor – EHS&Q industry

Quality Assurance
United Arab Emirates 🇦🇪
October 2, 2023

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Job Description

Within the Customer Success organization, the CSA partners with Strategic Account Executives (SAM) and works closely with Solution Delivery, Partners, R&D, IT Operations, Sales and other internal departments to ensure high Customer satisfaction with the Enablon solution.

This individual demonstrates excellent communication and organizational skills, solid understanding of the Enablon solution and a strong focus on customer satisfaction.

Key responsibilities:

  • Provide advice and guidance as the Enablon subject matter expert to ensure successful ongoing usage and adoption of the Enablon platform;

  • Provide technical acumen to fluently discuss product, subject matter domain, best practices, and strategies to achieve results;

  • Provide strategic sales skills and facilitate the role as trusted advisor to the account;

  • Design, develop, and implement an innovative strategic account plan with customer requirements to achieve customer satisfaction and account growth;

  • Coordinate resources, activities, and efforts to mitigate customer issues;

  • Undertake discovery and education activities to identify opportunities for Enablon usage across organizational functions and processes;

  • Function as a frontline technical resource for Enterprise Account Managers and formal/informal customer questions;

  • Develop key relationships in an account to diversify client contact touch points and interaction frequency;

  • Engaging with customer support as a customer advocate to ensure speedy resolution of customer issues;

  • Engaging with Product management as the customer advocate on product roadmap discussions;

  • Maintain current functional and technical knowledge of the Enablon Platform;

  • Help to document and share best practices in achieving customer satisfaction, positive customer references, and account growth/diversification;

  • Act as a domain SME, product SME, and customer advocate to achieve quick customer issue resolution;

  • Deliver and exceed on all performance targets;

  • Work with Sales team to identify opportunities, increase bookings, and grow account revenues;

  • Serve as the account first line of defense to mitigate issues and prevent troubled customer situations from arising, raising company awareness immediately to avoid deterioration of the account relationship, user satisfaction, or sales opportunities.

Job Qualifications:

Education: 

  • Bachelor’s degree or equivalent experience with diverse EHS&Q background

  • Fluent in English

  • Fluent in the Arabic

Experience:

  • 7+ years of experience in a related function is required.

  • Direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, companies working with executive teams, managerial level, and shop floor personnel.

  • Has successfully managed complex customer engagements to completion and customer satisfaction

  • Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives.

  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment.

  • Some experience in sales of professional services

Other Knowledge, Skills, Abilities or Certifications: 

  • Must be customer service oriented and believe in teamwork, collaboration, adaptability & self-initiatives.

  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a matrixed environment.

  • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.

  • Exceptional verbal and written organizational, presentation, and communication skills.

Travel Requirements:

  • 20-25% percent travel required depending on quarterly cycles & customer needs.

  • Travel will primarily be regional – based on location.  International travel may be required.

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