The Client Success Specialist V (CSE) oversees customer experience through the customer lifecycle and is accountable for overall operational success of the customer using the company's Health solutions and services. The CSE seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures, leading to improved effectiveness of the organization and optimization of the company's Health product/system use, adoption, and value realization. Additionally, the CSE develops, tracks, and manages priorities and committed actions to ensure progress on identified opportunities. The role involves cultivating strong partnerships with key internal and external stakeholders to achieve positive outcomes and incremental revenue growth within the assigned customer account portfolio.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Develop long-term partnerships with our largest and most complex clients to ensure they remain successful by realizing the full value of their investment with us, ensuring client continues/replenish/renews contract with the company.
- Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and the company's internal operations.
- Identify product expansion/up-sell opportunities.
- Interface at highest levels both internally and within clients.
- Assigned side projects designed to move the client success organization forward.
- Required to act as a mentor to new CSMs.
Requirements
- Bachelor’s degree, or equivalent relevant work experience.
- 7+ years related experience.
- Demonstrated experience in implementation or client-facing relationship experience.
- Understanding of various technical architectures and operating systems.
- Industry experience is desired.
Key Performance Indicators
The CSE will be measured on the following:
- Strong Success Plans for their customer or portfolio of customers.
- Referenceability.
- Success Stories.
- ARR retention and growth.
- Contract renewal rate.
- Code currency.
- Sales Leads generated.
- Overall customer satisfaction.
- Customer performance on KPIs relative to peers.
- Grow the overall culture and practice of customer success within the company's Health by participating in key initiatives, being a part of or leading the building of CS tools and enablers, mentoring and growing junior CSMs, and evangelizing the practice of CS across the company's Health.
