Customer Success Specialist

Business Overview:

Alnafitha IT is a leading independent provider of IT services and solutions in Saudi Arabia founded in 1993.

As a fully Saudi-owned company we have established ourselves from a startup business to a market leader offering a comprehensive range of IT solutions tailored to meet the unique requirements of our clients.

Our expertise spans across various domains including Microsoft AWS ManageEngine and Zoho Solutions ensuring that we deliver strategic IT solutions that drive digital transformation and operational excellence to our clients.

With over 30 years of experience Alnafitha IT has successfully completed more than 4000 projects serving over 3000 satisfied customers and collaborating with 65 partners.

Our commitment to excellence is evident in our customer-centric approach which emphasizes engagement collaboration and a relentless pursuit of quality in every interaction.

Our vision is to be the Kingdoms most customer-centric provider for digital transformation and consultation fostering innovation and excellence in all our solutions. We are dedicated to optimizing operational efficiency and ensuring effective resource utilization to enhance customer satisfaction and profitability

At Alnafitha IT we believe in empowering our employees and nurturing their growth which is essential for driving leadership in technology and customer satisfaction. As we continue to expand our presence in the IT landscape we remain committed to delivering cutting-edge solutions that not only meet but exceed our clients expectations.

Job Summary/Objective

The Customer Success Specialist is responsible for supporting the Customer Success Manager in establishing and nurturing relationships with clients to enhance value satisfaction and retention. This role focuses on understanding client needs assisting in the adoption of solutions and contributing to the voice of the customer within the organization. The Customer Success Specialist plays a key role in driving customer engagement and ensuring a positive customer experience.

Key Responsibilities:

Client Relationship Support

Engage with customers partner and internal stakeholders and support foundational relationships with key customers to enable quality solution delivery and health

Facilitate effective communication between clients and decision makers to smooth adaption of solutions and address any concerns that may arise during implementation

Understanding Client Needs

Gather customer feedback and insights to represent the "Voice of the Customer" within the company to ensure that client perspectives are considered in product development and services Improvements by conducting surveys and Interviews to collect feedback and present findings to relevant teams

Provide clients with consistent updates on project status and any issues that arise to maintain transparency and build trust with clients by scheduling regular communication touchpoints

Customer Retention and Growth

Assist in gathering data for business reviews to showcase the value provided to clients to be able to reinforce the relationship and justify continued partnership through demonstrating ROI

Market Research and Insights

Conduct basic competitive research and assist in gathering insights on industry trends to Inform Internal strategies and help clients stay competitive

Assist in developing surveys to gather customer feedback to identify areas for improvement and enhance customer experience

Content Development

Assist in creating marketing and technical content to support customer needs to provide valuable resources that help clients utilize products effectively by working

with marketing teams to draft content that aligns with customer interests and product features

Support the execution of marketing campaigns to inform clients about new offerings to keep customers engaged and informed about product developments

Collaboration with Internal Teams

Collaborate with marketing sales and services teams to share customer insights to ensure a cohesive approach to customer success across functions by participating in cross-functional meetings to provide customer feedback and insights that inform strategy

Requirements

Qualifications

- Education: Bachelors degree in computer science or related field.

- Experience: 0-1 years of experience in customer support communications or a related field.

- Familiarity with the IT software industry is a plus Sales Enablement Certification

- Strong communication skills both verbal and written.

- Ability to work collaboratively in a team environment.

- Attention to detail and strong organizational skills.

- Basic analytical skills to support data collection and reporting

EQUAL EMPLOYMENT OPPORTUNITY COMMISSION:

Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race color creed national origin ancestry religion age citizenship sex marital or veteran status disability or handicap sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ and advance in employment qualified women minorities and diversity representations. Alnafitha IT also makes reasonable accommodation for qualified individuals with disabilities in accordance with the Saudi and Egyptian employment laws