Senior Customer Success Expert

  • Service Delivery
  • Riyadh, Saudi Arabia

Senior Customer Success Expert

Job description

Communication is our business!

unifonic provides solutions for better customer engagement through a cloud-based platform. We empower businesses to engage with their people through a variety of channels, making their communication conversational, more personalized, fun, meaningful, and with ease.

Delivery Principle: With our leading solutions, 99.9 % service availability, and excellent 24/7 support, we provide the best customer experience!


Senior Customer Success Expert

The Senior Customer Success Expert is taking ownership of unifonic’s key customers with a proactive approach to customer satisfaction. The Senior Customer Success Expert is primarily responsible for onboarding, monitoring product utilization, nurturing accounts, performing issue management as well as managing renewals and expansion of accounts by monitoring the customer’s consumption and implementing Success Plans. The responsibilities of the Senior Customer Success Expert include but are not limited to:


  • Be the link between all the internal teams and the customer, working very closely with the sales team.
  • Build and implement Success Plans for assigned customers.
  • Manage day-to-day customer success for assigned customers.
  • Coordinate efforts for cross-functional needs.
  • Grow customers with churn reduction, upselling, cross-selling.
  • Be the voice of the customer.

Requirements

  • Hands-on 5+ years of experience managing Customer Success, Customer Experience, Customer Excellence and/or Delivery in a related industry (SaaS, Telecommunications, etc).
  • Experience in a technology-driven industry.
  • Bachelor's degree in Engineering, Software, or other IT related fields.
  • Customer-Centric. Focus on creating a positive experience for the customers by maximizing service and/or product offerings and building relationships.
  • Strategic mindset. Able to think long-term while taking decisions and building relationships.
  • Ability to understand and solve customers' needs and problems.
  • Ability to manage multi-stakeholder relationships and collaborate closely with teams.
  • Fluent in English and Arabic with excellent writing/editing and verbal communication skills.