We’re on the precipice of a generational change in how the company enables customer success, and the company’s Customer Success Organization is in the midst of a customer-centric transformation. We’re helping our clients around the globe redefine customer experience, unifying front, middle, and back office for a 360-degree view of the customer. We’re looking for a distinctive manager who has successfully led customer transformations in the F500 technology and/or SaaS landscape(s) and who understands how to unlock the full potential of any given customer.
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In this role, you will take a key role in governing, mitigating risk, and maximizing chances of proper project management and successful completion of one or more specific critical projects for strategic customers implemented by a partner SI.
Key responsibilities include:
- Building up and driving complex partner-led SaaS transformational implementations to success.
- Leading by example and being a natural mentor for the Customer, the company, and Partners involved in the transformation.
- Balancing various responsibilities, including guiding projects to focus on delivering to stakeholders’ expectations and managing both stakeholders and commercial implications.
Requirements:
- 8-10+ years of experience in product line and/or Cloud transformation.
- Proven experience leading end-to-end success of cloud solutions across functions including Marketing, Sales, Service, Alliances, and Support.
- A highly collaborative team-player who can navigate different personalities and work well with others.
- Strong focus on ownership and execution, ensuring results and deadlines are achieved.
- A strong balance of strategic and tactical skills, with high intellectual agility and original thought.
What You’ll Bring:
- Deep product and market expertise in Cloud Delivery, understanding customer needs and trends in the industry.
- Ability to drive highest program and project standards across a team and partners, focusing on stakeholder and customer success.
- Entrepreneurial mindset with sound judgment and the ability to navigate complexity.
- Exceptional communication skills, able to present and effectively adjust messages to different audiences.
How You Will Be Measured:
- Client Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Lifetime Value (CLV)
- Renewals on ATR
- Install Base Expansion
Work Conditions:
Flexibility to work from home or travel across the region when required (assume max 50% travel – potentially needing travel on very short notice).
Location: JEDDAH, Saudi Arabia
