A Customer Success Manager will take the customer facing role and is responsible for success through the leadership and effective orchestration of a large virtual team, management of program deliveries, and strong senior customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of the company's products and services, helping customers discover new features and enabling them to become long-term users. The Success Manager is front-and-center with our customers and partners, understanding their desired outcomes, driving customer satisfaction and loyalty through a strong relationship, and leveraging business outcomes by value realization on the fundamental reason why the solution was purchased, supporting their digital journey through modernization and empowering them to achieve more.
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Location
Riyadh, Riyadh Province, Saudi Arabia
Qualifications
- Possesses prior experience in client-facing capacities, specifically in Service Delivery or Project Delivery functions.
- Industry depth and experience in either Field Service Management, Manufacturing, Telco, Energy & Utilities, or Aerospace and Defense.
- Familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers.
- Strong acumen on delivery methodology and delivery service offerings.
- Own and intently focused on the company's end-customer experience with products and services; noting that some products and services influencing the experience are from third-parties and/or Partners.
- Highlighting and actioning delivery-related risk at the company's end-customers for both the company's-led delivery and Partner-led delivery.
- Ability to lead through influence and trust internally within the company and externally with Customers and Partners.
- Knowledge of the Business Value Engineering (BVE) process.
- Ability to develop Value Metrics and measure the outcome of the Success program with the Customer or Partner.
- Understanding of subscription services and able to support renewal process of services and licenses with engagements required to secure revenue.
- Leading Executive Steering Committee meetings with customers and providing updates to the company's Senior Leadership Team on progress.
- Highly-driven to secure references and regular reporting through the Voice-Of-Customer process.
- Maintain the revenue margin for the assigned Success accounts.
- Drive utilization for the subscribed services.
- Communication and collaboration with Sales on any potential upsell and cross-sell opportunities.
- Communication with Global Delivery Senior Leadership Team on potential escalations.
- Ability to navigate within other company departments such as Support, R&D, and Sales.
- Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations.
- Active listening, strong interpersonal communications, and relationship building.
- Excellent communication and relationship management skills.
- Experience in building, maintaining, and evolving relationships with executives.
- Strong business acumen.
- Bachelor’s degree, Master’s degree or equivalent, and work experience in a relevant field.
- Fluency in both English and Arabic (verbal and written).
- Domain knowledge of the company's Applications would be a plus.
Work Conditions
We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.
