Customer Success Manager

Job Scope:

Supporting MDS sales to upsell & maintain long-term customer retention by planning & execution the procured Cisco solutions & services onboarding, usage and adoption toward Customer Success requirements & business objectives

Main Duties and Responsibilities:

Be responsible for building a tight trusted relationship with MDS customers by:

• Developing and maintaining positive relationships with customers through Reviewing & Understanding their needs and expectations from the procured solution to help them design & implement the right solution features
  
• Responding to customer inquiries, and provides technical support, and coordinate to resolve issues in a timely manner.
  
• Helps the customer to adopt and integrate the solution with their existing infrastructure and educate them with the right solution features supporting their objectives.
  
• Track & Analyze customer data to understand their behavior, usage, and needs
  
• Identifying and pursuing upsell opportunities with MDS Sales & customers to increase revenue and customer satisfaction
  
• Monitoring customer health metrics and taking proactive measures to ensure customer success & continuous satisfaction
  
• Documenting & Reporting customer success metrics during each milestone of the lifecycle of the solution implementation including enhancements, updates till renewal
  
• Developing & Implementing customized customer success plans for customers based on their unique needs and goals
  
• Reporting customer success metrics to internal teams, vendors and present findings to customers
  
• Conducting regular business reviews with customers to review their goals and how MDS can help to achieve them.
  

Requirements

• Having excellent communication & interpersonal skills (BA or Marketing degree is preferable.)
  
• Preferred Saudi Nationality
• Good technical documentation, Reporting & presentation skills
  
• Good understanding of Networking products & services and welling to learn new software & products services
  
• Should be familiar with project management principles and practices
  
• Highly organized and able to multitask & can work well under pressure
  
• Good team player, Self-confident, motivated, and independent