Customer Success Manager

Location
Saudi Arabia - Riyadh

About
The Customer Success team within Signature Success is looking for a driven and customer-focused Customer Success Manager (CSM) to serve as a primary contact point for the company's largest and highest-profile customers. You will have responsibility for partnering with a small number of assigned accounts, maintaining a continual focus on the customer’s business goals to improve their overall technical and operational health and realize the maximum value out of their investment. The Customer Success Manager maintains awareness of the customer’s key events, needs, potential risks, and value drivers.

As a trusted advisor, the CSM will build a track record in customer success through superb communication with partners and extensive knowledge of the company's platform to translate their business needs to solutions. You will forge relationships with your customers and account teams, develop a deep technical understanding of their implementation, share standard methodologies, and adoption of proactive services. These activities will enable you to proactively set the customer up for success through optimization of the platform, with special care during critically important peak events.

As a CSM, you will occasionally act as a point of contact for any major incidents, owning the customer’s expectations and communications through the resolution of such incidents. The CSM acts as the technical main interface on behalf of our customers and works closely across both internal and external collaborators, including partners and ISVs, as required to address the customer needs.

Responsibilities

• Serve as the single point of customer accountability responsible for the orchestration of all Signature deliverables, experience, renewal, and expansion.
• Cultivate and maintain stakeholder relationships with the customer’s IT and business executive leadership, sponsors, and decision-makers within customer organizations that have purchased Signature.
• Help your customers achieve their business goals and outcomes on the company's platform by:
  • Coordinating the completion of the Signature Success catalog of services as required for your customer
  • Providing timely, proactive guidance based on the areas of interest for your customer
  • Acting as an advisor to your customers for the adoption of new features of the company’s annual release schedules and identifying potential challenges and risks to your customer’s implementation
• Communicate the value of Signature Success. Be accountable for ensuring all collaborators understand this value so that customers continue to renew Signature Success.
• Act as an advocate for customers during the triage and resolution of high-severity cases to assist with the timely resolution of these issues.
• Proactively support & enhance by conducting quarterly reviews, identifying trends, and providing tailored release recommendations to ensure stability, performance, and feature enhancement.
• Forge strong multidisciplinary relationships with Sales, Engineering, and Product Management to lead and coordinate customer relationships for success and revenue opportunities.
• The CSM may be required to occasionally be available for some after-hour or weekend coverage depending on the customer’s need.
• Anticipate and adapt to role changes per evolving company needs.

Required Qualifications

• Experienced professional with 8+ years of relevant industry expertise in Technical Customer Success, SaaS platform use or project leadership, Technology Consulting, Technology Solutions Development, Technical and/or Solutions Architecture.
• Exceptional English & Arabic communication and presentation skills with demonstrated ability to communicate and influence effectively at all levels of the organization, including executive and C-level.
• Skills for analyzing technical concepts, translating them into business terms, and mapping business requirements into technical features.
• Ability to explain complex technical concepts in business-friendly terms to customers, then explain customer needs to internal partners.
• Knowledge of software development process and design methodologies.
• Experience leading efforts of cross-functional teams to facilitate the resolution or disposition of customer needs or projects.

Preferred Qualifications

• +2 years in the company's Ecosystem.
• Product certifications are a plus (Administrator, Advanced Administrator, Platform App Builder, Service Cloud Consultant, Sales Cloud Consultant).
• Knowledge of company's products and features, capabilities, best use, and how to deploy.
• Degree or equivalent experience required. Experience will be evaluated based on the strengths you’ll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).