Customer Success Manager

Location: Jeddah, Saudi Arabia 

Job Type: Full-time 

Who are we?

At Bayt.com we are committed to empowering people to lead better lives by providing them with the tools and information to build their lifestyle of choice. We are passionate about our services and seek to deliver the best experience for our customers. Not only are we devoted to our work and customers but most meaningfully to each other’s success. We want to better every life we come in contact with and have lasting positive impact on the community. 

What do we value?

1. We strive to be the best 
2. We obsess about empowering others to lead better lives
3. Create value by doing more with less
4. Embrace change with a positive attitude
5. Communicate openly, honestly, and often

Job summary

The Customer Success Manager (CSM) is a customer-centric individual with a technical aptitude. The CSM’s responsibilities include supporting customers, and building close relationships that often last beyond any one project or job order lasting process ownership with the business itself.

The CSM will work directly with clients to help solve their problems and ensure their satisfaction. The CSM will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner.

The CSM is expected to work closely with the internal team such as sales, service delivery, software development & quality assurance.

Job Description

• Act as a technical liaison between the company and the client
• Support in the day-to-day operations of the clients.
• Respond to a reported service incident, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and influence on the business.
• Build long-term relationships with existing clients and identify new opportunities
• Analyze customers’ needs and suggest upgrades/additional features to meet their requirements
• Be in charge of post-sales support activities.
• Gather requirements, implement and deliver solutions with the best practices
• Take ownership of critical incidents, coordinate with internal/external stakeholders, and establish effective communication between different parties for post-incident reviews
• Develop and conduct relevant and regular technical training for all Talentera’s clients
• Maintain an active and regular dialogue with the team to ensure the team’s objectives and processes are being met
• Attend customer meetings regularly with the sales force and core team in order to outperform budget and improve processes
• Assist in preparing materials that clearly outline the processes and systems for the career portal. The documentation will include what may be utilized for sales, sales training, and marketing
• Invest time in studying and thinking about continuous improvement strategies
• Continually assess progress and adequacy on all processes and procedures and suggest alternatives that may serve the products and company vision better
• Set up, administrate, and configure Talentera’s solutions per client’s inputs
• Lead workgroups, forums, and an environment for innovation and ensure the project management thereof
• Ability to multi-task, considering the job involves working on several assignments in parallel.

Skills (Required)

• 2+ years of proven experience working as a Customer success manager / technical support specialist or in a similar role (Product Implementation, Delivery lead, etc.)
• Solid technical background with hands-on experience in IT solutions.
• Excellent troubleshooting skills
• Ability to quickly understand customers’ needs and suggest timely solutions
• Strong client-facing communication skills (written, oral, presentation)
• BS in Computer Science or relevant fields
• Fluent in English and Arabic

Skills (Required)

• Past experience in system administration / technical support.
• Past experience in technical sales

While we sincerely appreciate every application received, only those candidates selected for an interview will be contacted.