Overview
Customer Success Manager Jobs in Dammam, Saudi Arabia at Aramex
Job description:
Purpose of the Job
Responsible for ensuring high levels of customer satisfaction and retention within the CSO Business Services department. This role involves developing and implementing customer success strategies, managing customer relationships, and working closely with cross-functional teams to deliver exceptional service and value. The Customer Success Manager plays a key role in understanding customer needs, providing solutions, and driving customer success initiatives.
Job Description
Conduct customer feedback surveys and analyze results to inform strategies.
Ensure compliance with company policies and industry regulations related to customer success.
Organize and lead customer success meetings, workshops, and events.
Stay updated with industry trends and best practices in customer success.
Develop and deliver training programs for the customer success team.
Handle escalated customer issues and resolve them in a timely manner.
Foster a positive and collaborative team environment.
Prepare and present reports on customer success performance to senior management.
Identify and mitigate risks related to customer success operations.
Contribute to strategic planning and decision-making to achieve organizational goals.
Develop and implement customer success strategies to ensure high levels of customer satisfaction and retention.
Build and maintain strong relationships with key customers to understand their needs and provide value-added solutions.
Monitor and analyze customer success metrics and key performance indicators.
Collaborate with sales, marketing, and product teams to align customer success initiatives with business objectives.
Ensure timely and effective resolution of customer issues and escalations.
Conduct regular reviews of customer accounts to identify opportunities for upselling and cross-selling.
Develop and execute customer success plans to drive customer engagement and loyalty.
Manage the customer success budget and allocate resources effectively.
Provide regular updates and reports to senior management on customer success activities and performance.
Identify and implement process improvements to enhance the customer success function.
Job Requirements
– Experience and
Education
Bachelor’s degree in Business Administration, Marketing, or a related field; professional certification in customer success or account management is a plus.
7+ years’ experience in customer success, account management, or a related field, with at least 2 years’ experience in a leadership role.
Strong understanding of customer success strategies and best practices.
Experience in managing and mentoring a team of customer success professionals.
Experience in analyzing customer success metrics and providing actionable insights.
Proven track record of driving customer satisfaction and retention.
Experience in handling escalated customer issues and resolving them effectively.
Leadership
Behaviors
Building Outstanding Teams
Collaborate & break silos
Execution & Accountability
External focus
Growth mindset
Inclusion
Innovation
Setting a clear direction
Simplification
Skills
Leadership Skills
Organization & Planning
Communication Skills
Analytical Skills
Problem Solving
Time Management
Attention To Details
Customer Centric
Team Collaboration
Negotiation Skills
Relationship Building
Title: Customer Success Manager
Company: Aramex
Location: Dammam, Saudi Arabia
Category: Customer Service/HelpDesk (Customer Success Mgr./ CSM, Client Relationship Manager, HelpDesk/Support, Customer Service Rep), Business (Customer Success Mgr./ CSM, Client Relationship Manager)
