About the Role
As a leader in high-speed connectivity, our company embraces a people-first approach, prioritizing a flexible work environment that fosters individual growth, well-being, and belonging. A central aspect of our business is customer success, and the Customer Success Advocate (CSA) plays a vital role in nurturing customer relationships and ensuring customers derive value from our products and services. The CSA acts as a trusted advocate throughout the customer lifecycle, contributing to positive business outcomes.
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How You Will Make an Impact
- Lead customer onboarding activities in partnership with Sales, documenting customer goals, expectations, and success criteria.
- Build trusted relationships across customer Engineering, Operations, and Implementation teams.
- Drive adoption of products and services through data analysis and structured customer success methodologies.
- Identify and qualify upsell and cross-sell opportunities that align with customer business goals and challenges, collaborating with Account Management teams.
- Monitor customer health indicators and success metrics to identify and mitigate post-sales risks.
- Orchestrate cross-functional responses to critical customer issues and drive timely resolution and communication.
- Conduct business and operational reviews to communicate achievements, understand strategic priorities, and recommend solutions that increase customer value.
The Must Haves
- Education: Bachelor’s degree in a relevant field (e.g., Business, Engineering, Communications) or equivalent work experience.
- Experience: 2+ years of experience in the telecommunications industry in a customer engagement role (e.g., customer success, technical support, service delivery, or a related field).
- Excellent written, verbal, and presentation communication skills for engagement with customers and internal stakeholders.
- Application of problem-solving approaches that drive positive change and continuous improvement.
- Ability to influence outcomes through persuasion, negotiation, and consensus-building across teams.
Nice to Haves
- Experience spanning both pre-sales and post-sales customer engagement activities.
- Demonstrated leadership behaviors grounded in integrity and customer satisfaction.
- Application of analytical techniques to generate actionable insights from data.
- Background in the telecommunications market and key service providers in the UAE and surrounding region.
- Collaborative, empathetic, customer-focused approach to stakeholder engagement.
At our company, we are dedicated to fostering an environment where employees feel respected, valued, and heard. We value diversity and respect our employees as individuals, rejecting discrimination in any form. We are an Equal Opportunity Employer, including disability and protected veteran status. If contacted in relation to a job opportunity, please inform us of any accommodation measures you may require.
