Enterprise Customer Success Manager (CSM)

About the Role
As an Enterprise Customer Success Manager (CSM), you will partner with some of the company's largest enterprise customers in Saudi Arabia to help them realize measurable business value from the company's platform.
This is a highly strategic, customer-facing role that combines technical expertise, business consulting, executive relationship management, and customer advocacy. You'll work closely with Account Executives, Solution Engineers, Professional Services, Product Management, and Support to ensure customers successfully adopt the company’s solutions, achieve their business objectives, and continue to grow their partnership with us.
You'll become a trusted advisor to executives and technical teams, helping organizations modernize analytics, accelerate AI initiatives, and maximize the value of their enterprise data.

You Will

• Foster & build overall relationships with assigned customers, which include: increasing adoption, ensuring retention, and long-term customer success.
• Establish a trusted/strategic advisor relationship with each assigned customer and drive the continued value of our products and services.
• Conduct technical working sessions to jointly architect solutions leveraging the company’s Designer Desktop with prospective new users.
• Conduct enablement sessions to provide hands-on training on the company’s products.
• Proactively work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals.
• Advocate customer needs/issues cross-departmentally with a diplomatic and level-headed approach.
• Remain up-to-date on the company’s solutions and products and maintain familiarity and adherence to all company methods and procedures.
• Be the single point of contact and escalation for the customer, including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, and personally helping with questions/issues.
• Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
• Responsible for customer references, case studies, and testimonials for the portfolio of customers in collaboration with the Marketing team.
• Serve as a customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business.
• Work closely with internal resources on escalation and resolution processes for critical customer issues.

You Have

• 4 years of experience in technical implementations or Sales Engineering.
• Saudi nationality only.
• Experience in SaaS or software solutions is highly preferred.
• Ability to travel up to 50% of the time or as business needs arise.
• Experience setting long-term goals and guiding projects, people, and processes toward attainment.
• Demonstrated problem-solving skills and ability to show good judgment in decision-making.
• Demonstrated ability to work under the pressure of a constantly changing and rapidly evolving work environment and industry.
• Demonstrated ability to handle multiple responsibilities in a collected manner.
• Willingness to ask for help when it is required.
• Excellent verbal and written communication skills along with superior presentation skills required.
• Demonstrated analytical and problem-solving skills, particularly those applicable to a "Big Data" environment.
• Familiarity with CRM tools and customer success platforms (e.g., Salesforce).
• Fluency in Arabic and English is required.

About the Company
The company is a next-generation data analytics and business intelligence platform that excels at rapidly delivering business value from transactional data, this is the first real breakthrough in data analytics in 20 years. We provide an integrated end-to-end data experience, from data acquisition and enrichment to visualizing and sharing results. Our platform cuts project implementation time from months to weeks provides revolutionary query speed and maintains a unified, single source of truth for multiple workloads including business intelligence, analytics, and machine learning. Fully 90% of companies that try the company become customers, and over 98% of our customers are still with us. Our cloud-based service widens our reach into businesses of all sizes. There is simply no other analytics solution that is as cost-effective, agile, and impactful.

Why Join Us
We could tell you that we’re building something that truly optimizes the way business intelligence is done. We could also tell you that we’re backed by marquee VC's such as Google Ventures and Kleiner Perkins. Or even the fact that we were named one of Inc. Magazine’s Best Workplaces of 2022 while also being the only vendor to be recognized in the 2022 Gartner® Magic Quadrant™ and the 2022 Gartner® Market Guide. All true, but the real reason you will want to come work for the company is that you’ll be part of an early team that is building a game-changing analytics product that will allow companies to answer complex questions in seconds...not days or weeks like the current solutions.

Equal Opportunity Employment
The company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Location
Riyadh