Customer Success Manager

Customer Service
Saudi Arabia 🇸🇦
October 2, 2023

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Job Description

Job Description

Job Scope:

Supporting MDS sales to upsell & maintain long-term customer retention by planning & execution the procured Cisco solutions & services onboarding, usage and adoption toward Customer Success requirements & business objectives

Main Duties and Responsibilities:

Be responsible for building a tight trusted relationship with MDS customers by:

  • Developing and maintaining positive relationships with customers through Reviewing & Understanding their needs and expectations from the procured solution to help them design & implement the right solution features

  • Responding to customer inquiries, and provides technical support, and coordinate to resolve issues in a timely manner.

  • Helps the customer to adopt and integrate the solution with their existing infrastructure and educate them with the right solution features supporting their objectives.

  • Track & Analyze customer data to understand their behavior, usage, and needs

  • Identifying and pursuing upsell opportunities with MDS Sales & customers to increase revenue and customer satisfaction

  • Monitoring customer health metrics and taking proactive measures to ensure customer success & continuous satisfaction

  • Documenting & Reporting customer success metrics during each milestone of the lifecycle of the solution implementation including enhancements, updates till renewal

  • Developing & Implementing customized customer success plans for customers based on their unique needs and goals

  • Reporting customer success metrics to internal teams, vendors and present findings to customers

  • Conducting regular business reviews with customers to review their goals and how MDS can help to achieve them.

Requirements

  • Having excellent communication & interpersonal skills (BA or Marketing degree is preferable.)

  • Preferred Saudi Nationality 

  • Good technical documentation, Reporting & presentation skills

  • Good understanding of Networking products & services and welling to learn new software & products services

  • Should be familiar with project management principles and practices

  • Highly organized and able to multitask & can work well under pressure

  • Good team player, Self-confident, motivated, and independent

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