Oman Data Park Hiring for Customer Success Executive at Masqaţ, Oman Full Time

Job Objectives:

As a Customer Success Executive, the primary responsibility will be to ensure the success and satisfaction of our valued clients. You will work closely with clients to understand their goals, challenges, and needs, and provide them with guidance, support, and solutions to maximize their success with our products and services, in addition to, minimizing the impact of incidents that disrupt normal business operations.

Job Responsabilities:

• Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive experience.
• Journey Mapping: Analyze and map the customer journey to identify areas for improvement and enhancement.
• Product Knowledge: Develop a deep understanding of our products/services to effectively communicate and address customer needs.
• Customer Strategy and Planning: Develop and implement strategic account plans to drive customer satisfaction and account growth. Identify opportunities for account development and profitable revenue growth within key accounts.
• Account Management: Serve as the main point of contact for assigned customers, building strong relationships, and understanding their goals and challenges.
• Customer Advocacy: Identify opportunities for customers to act as advocates, providing testimonials, case studies, and referrals.
• Issue Resolution: Proactively address customer issues, working closely with internal teams to ensure timely resolution.
• Training and Education: Provide ongoing training to customers to maximize their utilization of our products/services.
• Renewal Management: Collaborate with sales teams to ensure successful renewals and identify upsell/ cross-selling opportunities.
• Feedback Collection: Implement strategies to gather customer feedback through surveys, interviews, and other channels.
• Cross-functional Collaboration: Work closely with various teams (product, marketing, finance and sales) to enhance overall customer experience.
• Process Optimization: Identify and recommend process improvements to streamline customer interactions.
• Customer Communication: Develop and maintain effective communication channels with customers to ensure a positive experience.
• Trend Analysis: Analyze customer data to identify trends and insights that can inform business decisions.
• Automation: automation skills to enhance our effectiveness in ensuring customer satisfaction and success.
• Performance driven: Critical thinking and ability to lead (without authority). Attention to detail, highly organized, and ability to multitask. Hands-on, problem solver, and 100% say-do ratio. Getting tasks done flawlessly with little supervision.

Job Requirments:

• University degree in Computer Science, Business Administration, or relevant field.
• Minimum 3 years of Proven experience in customer success or account management, preferably in a B2B environment.
• Knowledge of Amazon Web Services (AWS), MS Azure, and Oracle Cloud Platform environment.
• Comprehensive understanding of IT architecture, cloud applications, environments, and IoT, and are open to new technologies.
• Demonstrated ability to manage multiple customers and projects simultaneously while maintaining attention to detail.
• Familiarity with customer experience measurement tools, such as NPS, CSAT (Customer Satisfaction Score), and Voice of Customer programs.
• Strong analytical and problem-solving abilities and a customer-centric mindset.
• Excellent communication, negotiation, and relationship-building skills.
• Ability to work collaboratively in a cross-functional environment.
• Advanced skills in Excel and PowerPoint.
• Ability to work collaboratively in a fast-paced and dynamic environment, adapting to changing business needs.