Enterprise Associate - Customer Success

About the Role

Join Talents Sea as an Enterprise Associate - Customer Success in Riyadh, Saudi Arabia, where you will be key to enhancing the enterprise customer journey. Reporting to the Sales Manager, your role involves ensuring clients derive maximum benefit from our offerings by managing technical and contractual processes while fostering long-term loyalty and satisfaction.

Responsibilities

• Facilitate seamless onboarding by assisting new enterprise clients with setup, implementation, and training activities.
• Build and nurture solid relationships with enterprise accounts, addressing their concerns and proactively resolving issues.
• Act as a dependable advisor, tackling everyday technical challenges and providing guidance on optimal usage.
• Collaborate with Sales Account Managers to strategize renewals and promote client awareness through usage dashboards and key metrics.
• Collect and relay customer feedback to different departments like Operations, Finance, and Marketing to enhance product and service quality.

Performance Metrics

• Produce quarterly reports detailing product usage and encourage adoption among clients.
• Maintain elevated Customer Engagement Scores and gather qualitative customer satisfaction feedback.
• Improve average issue resolution times and make the onboarding process more efficient.

Requirements

• A minimum of six years’ experience in Customer Success, Account Management, or Client Services is essential.
• Experience working within a multinational company, IT sector, or FinTech environment is advantageous.
• A Bachelor's degree in Business, Engineering, IT, Computer Science, Data, or a closely related discipline is required.
• Proficiency in both Arabic and English languages, including spoken and written communication, is mandatory.
• Strong skills in presentation preparation, adept problem-solving, and delivering superior client service.