Position Objective (Job Summary)
Ensuring the success and satisfaction of our clients at every stage of their journey with our Saa S platform. The primary responsibilities will revolve around three core areas: Onboarding, Customer Care and Retention, and Saa S Renewal Management.
Responsibilities
1- On Boarding :

• Collaborate cross-functionally to execute an onboarding process tailored to customer needs and product functionalities.
• Analyze closed sales deals, customer requirements, and feedback to enhance the onboarding journey.
• Serve as the primary point of contact for new customers, guiding them through account setup and product features.
• Conduct onboarding sessions and training to ensure customers understand and utilize the product effectively.
• Proactively communicate with customers throughout the onboarding process to keep them engaged and informed.

2- Customer Care and Retention:

• Monitor customer usage and identify opportunities for optimization and improvement.
• Conduct regular check-ins to understand customer challenges and maximize their success with the product.
• Showcase product value and highlight new features to enhance customer experience.
• Identify upsell and cross-sell opportunities while prioritizing customer needs.
• Ensuring customer satisfaction and advocating for their needs.
• Build long-term relationships with customers to foster partnership and loyalty to assure high NPS and customer satisfaction.
• Provide valuable feedback to the product team to drive product improvement.

3-Saa S Renewal Management:

• Proactive Risk Analysis and Solutions: Analyze renewal risks using data insights and address concerns early with tailored solutions.
• Collecting and analyzing data to learn more about consumer behavior.
• Value Emphasis and Seamless Renewal Process: Emphasize ongoing value creation to encourage renewal and facilitate a seamless renewal process, minimizing the churn rate.
• Oversee, maintain, and upgrade existing accounts to ensure ongoing client satisfaction.
• Collaboration for Sales Growth and Customer Retention: Collaborate with sales for upsell opportunities and implement retention strategies with cross-functional teams.
• Continuous Improvement and Feedback Integration: Continuously monitor metrics for improvement and iterate on customer success initiatives based on feedback and data.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communication, or a related field is required.
• Advanced degree or certification in Customer Success or relevant field preferred.
• At least 3 years of experience in customer success, account management, or Customer service roles.
• Preferably one year in Saa S, ERP, POS, CRM, or E-commerce business-related industry.
• Familiarity with the company's products or services and industry best practices.
• Excellent communication skills, both verbal and written.
• Exceptional problem-solving abilities, with a proactive and solutions-oriented approach to addressing customer needs and challenges.
• Analytical mindset, with the ability to gather and analyze customer data to drive insights and make data-driven decisions.
• Proficiency in Microsoft Office suite (Word, Excel, Power Point) and other relevant software applications.
• Customer-centric mindset, with a passion for delivering exceptional customer experiences and driving customer success.

Job Type: Full-time
Pay: KD500.000 - KD700.000 per month
Experience:

• Customer Success: 2 years (Required)

Language:

• Arabic (Required)

Location:

• Kuwait City (Required)