The Customer Success Manager (CSM) in KSA is an individual contributor role that is primarily focused on technical expertise, building, maintaining, and leveraging customer relationships through a strong blend of Incorta product knowledge and business consultation. The CSM will work with some of Incorta’s largest existing customers, building long-term engagement plans in collaboration with the Account Executive (Sales), ensuring that they are becoming successful and realizing the value that the Incorta platform offers. The CSM is a hybrid of Technical Expert and Consultant, guiding the customer along their journey to success with Incorta and being one of the reasons why they continue to expand and renew their relationship with us.
YOU WILL
- Foster & build overall relationships with assigned customers, which include: increasing adoption, ensuring retention, and long-term customer success.
- Establish a trusted/strategic advisor relationship with each assigned customer and drive the continued value of our products and services.
- Conduct technical working sessions to jointly architect solutions leveraging the Incorta Designer Desktop with prospective new users.
- Conduct enablement sessions to provide hands-on training on the Incorta products.
- Proactively work with customers to establish critical goals or other key performance indicators and aid the customer in achieving their goals.
- Advocate customer needs/issues cross-departmentally with a diplomatic and level-headed approach.
- Remain up-to-date on Incorta solutions and products and maintain familiarity and adherence to all Company methods and procedures.
- Be the single point of contact and escalation for the customer, including directing customers quickly and efficiently to additional help resources such as Help & Training within the application, and personally helping with questions/issues.
- Track customer activity to identify churn risk and work proactively via targeted outreach campaigns to eliminate that risk, while simultaneously identifying and closing upsell opportunities when applicable.
- Responsible for customer references, case studies, and testimonials for the portfolio of customers in collaboration with the Marketing team.
- Serve as a customer advocate, including: collecting customer feedback on product needs, understanding customer and industry trends, and articulating those back to the business.
- Work closely with internal resources on escalation and resolution processes for critical customer issues.
YOU HAVE
- 4 years of experience in technical implementations or Sales Engineering.
- Saudi nationality only.
- Experience in SaaS or software solutions is highly preferred.
- Ability to travel up to 50% of the time or as business needs arise.
- Experience setting long-term goals and guiding projects, people, and processes toward attainment.
- Demonstrated problem-solving skills and ability to show good judgment in decision-making.
- Demonstrated ability to work under the pressure of a constantly changing and rapidly evolving work environment and industry
- Demonstrated ability to handle multiple responsibilities in a collected manner.
- Willingness to ask for help when it is required.
- Excellent verbal and written communication skills along with superior presentation skills required.
- Demonstrated analytical and problem-solving skills, particularly those applicable to a "Big Data" environment.
- Familiarity with CRM tools and customer success platforms (e.g., Salesforce, Gainsight).
- Fluency in Arabic and English is required.
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