About the Job
Within the Digital Experience Customer Success team here at the company, our focus is on delivering exceptional experiences and accelerating value for our customers through three core pillars: Partnership, Adoption, and Value Realisation. Our Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional strategic enterprise accounts by building strong long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising strategy and collaborating with multiple internal teams and customer departments while accelerating value for customers by understanding their business goals and objectives, designing success plans, and establishing governance frameworks.
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What You'll Do
- Lead customers through digital transformation with a clear view of customer objectives and key performance indicators
- Enhance value realisation and return on investment from the solutions and services they buy from the company
- Increase solution adoption and usage with a clear plan
- Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK
- Account strategy planning and building success plans to drive loyalty, advocacy and minimize customer attrition
- Track accounts' performance and lead critical blocking issues with a clear execution plan and drive to get closure
- Build and grow relationships for the company's strategic portfolio of multi-solution, multi-brand clients at the senior level becoming a trusted partner
- Build a strong post-sales strategy for your portfolio of accounts to ensure our customers enhance the value of their investment in the company's Solutions
- Provide thought leadership, domain expertise to the customer success organization, our clients, and the company's European Customer Success team
Requirements
- Bachelor's degree or equivalent experience
- Minimum 5-10 years experience in post-sales account management in Digital Marketing (analytics, optimization/conversion and/or social). Candidates with a pre-sales, marketing/creative agency or consulting background will be considered
- Strong experience in Digital Marketing Solutions and knowledge of the company's competitive landscape
- Proven effectiveness managing an account portfolio of large, global, sophisticated and strategic accounts at a senior level, becoming a trusted advisor
- Proven experience driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)
- Strong communication skills (written & verbal) & high-level critical issue management
- Able to anticipate and identify ill-defined problems/issues with strong presentation skills at all audience levels
Location: KAFD, Riyadh
Hours of Work: 40 hours per week
Education Requirement: Degree or equivalent qualification/experience
Experience Requirement: Minimum 5 years in SaaS solution environment
Benefits
- Private medical insurance
- Employee stock purchase plan
- Holiday & global well-being days
- Allowances plus many more.
