Job Title: Enterprise Associate - Customer Success
Location: Riyadh, Saudi Arabia (On-site)
Employment Type: Full-time
Industry: IT / FinTech / Technology
About the Role
We are looking for an experienced Enterprise Associate - Customer Success to join our team in Riyadh, KSA.
Reporting directly to the Sales Manager, you will play a pivotal role in championing the enterprise customer experience. You will ensure clients realize the full value of our services, manage the technical and contractual lifecycle, and drive long-term client retention and satisfaction.
Key Responsibilities
- Onboarding: Welcome new enterprise clients and guide them through setup, implementation, and training for a smooth transition.
- Account & Relationship Management: Maintain strong relationships with assigned enterprise accounts, listen to feedback, and proactively solve pain points.
- Ongoing Advisory & Support: Serve as a trusted advisor, handling day-to-day technical issues and guiding clients on best practices.
- Renewals & Growth: Partner with Sales Account Managers on renewal strategies, keeping clients informed on usage via intuitive dashboards and metrics.
- Cross-Functional Advocacy: Gather customer feedback and advocate for client needs across Operations, Finance, and Marketing to continuously improve products and services.
Key Performance Indicators (KPIs)
- Reporting & Utilization: Deliver quarterly usage reports and encourage client product adoption.
- Engagement & Satisfaction: Maintain high Customer Engagement Scores and track qualitative CSAT feedback.
- Efficiency: Optimize Average Resolution Time for issues and streamline the Onboarding Efficiency rate.
Requirements & Qualifications
- Experience: 6+ years of experience in Customer Success, Account Management, or Client Services.
- Industry Preference: Prior experience in a Multinational Corporation (MNC), IT company, or FinTech is preferred.
- Education: Bachelor’s degree in Business, Engineering, Data, IT, Computer Science, or a related field.
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Languages: Fluency in both Arabic and English (Speaking & Writing) is strictly required.
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Skills: Excellent presentation preparation, strong problem-solving capabilities, and a proven track record of delivering an elite client experience.
