Overview
Customer Success Specialist (B2C) Jobs in Riyadh, Saudi Arabia at Starlinks
Title: Customer Success Specialist (B2C)
Company: Starlinks
Location: Riyadh, Saudi Arabia
Job Overview
As a Customer Success Specialist at Starlinks, your primary responsibility will be to ensure the success and satisfaction of our customers. You will work closely with clients to understand their needs, address any issues, and drive value from our products and services
.
Main Job Responsibiliti
es
Build strong relationships with customers to understand their goals, challenges, and requiremen
ts.Serve as the main point of contact for customer inquiries, requests, and escalatio
ns.Proactively engage with customers to ensure they are deriving maximum value from our servic
es.Collaborate with internal teams to address customer needs and resolve issues in a timely mann
er.Ensure all relevant SOPs, SLAs, Processes and Customer Communication/Engagement tools for the department are fit for purpose and implemented across all custom
ersIdentify opportunities for upselling or cross-selling additional products or services to existing custome
rs.Monitor customer usage metrics and identify trends or patterns that may indicate opportunities for improveme
nt.Develop and maintain a deep understanding of Starlinks’ servic
es.Document customer interactions, feedback, and resoluti
onsDevelop financial and commercial Reports, Operational Performance Dashboards, derive and present regular insights to manage and present operational and commercial internal and customer related KPIs for continuous improvement purpose
s –Manage the customer relationship including response to business-critical iss
uesCollaborate with the sales team to renew customer contracts and drive customer retenti
on.Create relevant business review processes and operational alignment activities to ensure customer set KPIs are proactively communicated and me
t –Participate in customer success initiatives and projects aimed at enhancing the overall customer experien
ce.Manage and maintain the client contract renewals and re-negotiations including the timeline for discussions and key dates & milestone
s –Establish quality metrics and results to identify recurring control issues and track tren
ds.Seek and develop new business opportunities with the customer base and ensure that each customer has a development plan for new business and opportunitie
s –Ensure consistent process for preparation and management of the customer key business metrics and performance measure
s –Ensure the invoicing and payment processes are owned and managed, including the checking of and validation of the invoicing prior to issu
ingEnsure collaboration with Operations, finance and sales to solve issues and challen
gesWork towards continuously improving Customer Satisfaction Sc
oreServe as a single Point of Contact for the Custo
merConduct weekly, monthly and quarterly business Revi
ews
Job Requireme
nts:
Bachelor’s degree in Business Administration, Marketing, Supply Chain, or a related f
ield.2+ years of experience in customer success, account management, or customer service, preferably in the logistics or supply chain indu
stry.Experience in handling customer relationships, escalations, and account management is a
plus.Experience in logistics, e-commerce, or supply chain indu
stry.Knowledge of CRM tools, customer engagement platforms, and reporting soft
ware.Familiarity with contract management and commercial negotiation proce
sses.
