Customer Success Specialist (AIT-JO146)

Responsibilities

• Along with sales and other internal stakeholders, establish a trusted/strategic advisor partnership relationship with assigned clients and drive continued value and client satisfaction.
• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer in order to influence solution adoption, create strong support for new opportunities and to secure their willingness to be advocated.
• Develop deep understanding of client’s business, their future plans and potential needs
• Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Represent the “Voice of the Customer”, specifically key business decision makers, within the company, and generate business-value driven customer success stories and testimonials.
• Maintain high-touch relationship with clients by communicating with them regularly regarding open projects, cases, defects, etc.
• Support customers to guarantee renewal in line with our retention rate as well as applying Cross selling & seeded strategy
• Hold meaningful business reviews to prove value and return on investment, uncovering opportunities for growth and creating strong relationships.
• Organize, promote and host regional meet ups for customers
• Develop and drive solution’s adoption and consumption through Alnafitha FastTrack programs that include assessments, awareness, trainings, and workshops sessions for the assigned portfolio.
• Conduct regular competitive research on other products and companies in our industry.
• Craft customer surveys to gather data and insights.
• Assist in defining new marketing/technical content such as white papers, technical concept notes, product plans, competitive battle cards, product videos, blog posts, market analyses and any other material that enable/support our customers and other teams in Marketing, Sales and Services departments.
• Recommend and assist in creating marketing campaigns to inform customers of our products and services
• Developing and executing customer loyalty programs.

Job Requirements

Requirements

Certification Requirements:

• Bachelor’s degree in Computer Science or related field.
• Sales Enablement Certification.
• Customer Success Certification.
• Content Marketing (preferred)

Skills:

• Past experience in customer success, customer support, communications, marketing, analytics, or related field.
• Experience in IT software industry, at least one of thefollowing domains (IT ServiceManagement, Cloud Platforms (Azure/AWS), Cyber Security, Microsoft Modern Workplace).
• Deep understanding of the area of expertise with different scenarios including and not limited to (implementation, migration, integration and upgrade).
• Good listener with attention to detail both verbal and written, with the ability to identify customer challenge and choose the right solution to it.
• Expertise in solution design software like VISIO, Flowchart and mockups.
• Must be passionate about technology and creating great customer experiences.
• Ability to influence and drive results in a complex technical and business environment, including ability to communicate and influence various internal stakeholders and across functions (such as marketing, sales, services, customer success and finance).
• Articulate verbal communication, professional business writing and presentation skills
• Ability to contribute consistently and positively in a high-paced, fast-changing, and sometimes unpredictable work environment.
• Strong writer and content creator (including blog posts, ebooks, and other customer-facing resources).
• Excellent command of all marketing tactics, not just email.

Personal Skills (MUST):

• High sense of responsibility and ownership, acting like owner in what you do.
• Exceptional communication and presentation skills.
• Being able to work on your own or in a team.
• Being able to work to tight deadlines.
• Ability to maintain composure during stressful situation.
• Handling many tasks & responsibilities.
• Fluent in Arabic and English.