Customer Success Specialist at Alnafitha IT

, Riyadh Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

10 Jan, 26

Salary

0.0

Posted On

12 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Customer Experience, Communication Skills, Presentation Skills, Organizational Skills, Analytical Skills, CRM Systems, Team Collaboration, Client Relationship Management, Market Research, Content Development, Data Collection, Feedback Gathering, Project Management, Sales Enablement

Industry

IT Services and IT Consulting

Description

Job Summary/Objective The Customer Success Specialist plays a key role in driving customer engagement and ensuring a positive customer experience across the entire lifecycle — from onboarding and adoption to post-project engagement and renewal. The Customer Success Specialist is responsible for supporting establishing and nurturing relationships with clients to enhance value, satisfaction, and retention. This role focuses on understanding client needs, assisting in the adoption of solutions, and contributing to the voice of the customer within the organization. Key Responsibilities: Client Relationship Support Engage with customers, partners and internal stakeholders and support foundational relationships with key customers to enable quality solution delivery and health Facilitate effective communication between clients and decision makers to smooth adaptation of solutions and address any concerns that may arise during implementation Understanding Client Needs Gather customer feedback and insights to represent the "Voice of the Customer" within the company to ensure that client perspectives are considered in product development and services Improvements by conducting surveys and Interviews to collect feedback and present findings to relevant teams Provide clients with consistent updates on project status and any issues that arise to maintain transparency and build trust with clients by scheduling regular communication touchpoints Customer Retention and Growth Assist in gathering data for business reviews to showcase the value provided to clients to be able to reinforce the relationship and justify continued partnership through demonstrating ROI Monitor renewal timelines and coordinate with Account Managers to ensure timely renewals Track customer health metrics, satisfaction (CSAT/NPS), and engagement insights Market Research and Insights Conduct basic competitive research and assist in gathering insights on industry trends to Inform Internal strategies and help clients stay competitive Assist in developing surveys to gather customer feedback to identify areas for improvement and enhance customer experience Prepare reports, presentations, and customer communications that reflect business value and success outcomes Support event planning, customer recognition initiatives, and experience-driven campaigns Content Development Assist in creating marketing and technical content to support customer needs to provide valuable resources that help clients utilize products effectively by working with marketing teams to draft content that aligns with customer interests and product features Support the execution of marketing campaigns to inform clients about new offerings to keep customers engaged and informed about product developments Collaboration with Internal Teams Collaborate with Project managers, marketing, sales, and services teams to share customer insights to ensure a cohesive approach to customer success across functions by participating in cross-functional meetings to provide customer feedback and insights that inform strategy Requirements Qualifications - Education: Bachelor's degree in business administration, IT, or related field. - Experience: 2-3 years of experience in customer Success, Account Management, or Customer Experience roles — preferably in the IT industry - Familiarity with the IT software industry is a plus Sales Enablement Certification - Strong communication, presentation skills, both verbal and written. - Ability to work collaboratively in a team environment. - Attention to detail and strong organizational skills. - Basic analytical skills to support data collection and reporting - Proficiency in CRM systems (e.g., Zoho, Dynamics, Salesforce) is an advantage - Customer-centric mindset with a passion for delivering outstanding experiences EQUAL EMPLOYMENT OPPORTUNITY COMMISSION: Alnafitha IT is an Equal Opportunity Employer and does not discriminate based on race, color, creed, national origin, ancestry, religion, age, citizenship, sex, marital or veteran status, disability or handicap, sexual orientation or any other basis prohibited by applicable law. Alnafitha IT also takes affirmative action to employ, and advance in employment, qualified women, minorities and diversity representations. Alnafitha IT also makes reasonable accommodation for qualified individuals with disabilities, in accordance with the Saudi and Egyptian employment laws

Responsibilities

The Customer Success Specialist is responsible for driving customer engagement and ensuring a positive customer experience throughout the customer lifecycle. This includes supporting client relationships, understanding client needs, and contributing to customer retention and growth.