Customer Success Officer
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Key skills for this role
About the Role
InnovationTeam in Riyadh seeks a Customer Success Officer to own client relationships and act as the single point of contact between clients and internal teams. You will drive satisfaction, retention, and trust through proactive engagement.
Key Skills for This Role
Responsibilities
- Own assigned client relationships; drive satisfaction, retention, and trust through proactive engagement
- Act as the escalation bridge between customers and internal teams (Ops, HR, Finance, Technical) for seamless delivery
- Manage queries, incidents, and escalations within agreed SLAs; maintain full visibility via trackers and dashboards
- Deliver MIS reports, service analytics, and management presentations that surface trends, risks, and improvement areas
- Manage stakeholder expectations through clear communication, negotiation, and solution first discussions
- Juggle multiple priorities in a fast paced environment while ensuring compliance with internal SLAs and standards
- Drive process improvements that enhance customer experience and operational efficiency
Requirements
- Bachelor's/Master's degree
- 3+ years' experience in the IT industry, in Customer Success, Account Management, or Client Relations
- Bilingual fluency (Arabic & English) mandatory
- Basic Excel (Pivot Tables, Lookups, Reporting & Analytics)
- Strong stakeholder management, negotiation, and analytical skills
- High ownership, accountability, and a customer first mindset
Full Job Posting
Role Purpose
- Own the customer relationship & Accounts assigned end to end acting as the single point of contact between clients and internal teams to ensure fast issue resolution, transparent reporting, and long term account health.
Key Responsibilities
- Own assigned client relationships; drive satisfaction, retention, and trust through proactive engagement
- Act as the escalation bridge between customers and internal teams (Ops, HR, Finance, Technical) for seamless delivery
- Manage queries, incidents, and escalations within agreed SLAs; maintain full visibility via trackers and dashboards
- Deliver MIS reports, service analytics, and management presentations that surface trends, risks, and improvement areas
- Manage stakeholder expectations through clear communication, negotiation, and solution first discussions
- Juggle multiple priorities in a fast paced environment while ensuring compliance with internal SLAs and standards
- Drive process improvements that enhance customer experience and operational efficiency
Qualifications & Experience
- Bachelor's/Master's degree
- 3+ years' experience in the IT industry, in Customer Success, Account Management, or Client Relations
- Enterprise/corporate client handling experience preferred
Technical Skills
- Basic Excel (Pivot Tables, Lookups, Reporting & Analytics)
- Exposure to CRM/ticketing platforms is a plus
Core Competencies
- Bilingual fluency (Arabic & English) mandatory
- Strong stakeholder management, negotiation, and analytical skills
- High ownership, accountability, and a customer first mindset under demanding timelines
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