Customer Success Officer
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Key skills for this role
About the Role
InnovationTeam seeks a Customer Success Officer to own client relationships, drive satisfaction and retention, and act as the escalation bridge between customers and internal teams.
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 in IT industry in Customer Success, Account Management, or Client Relations
- Bilingual fluency in Arabic and English
- Basic Excel skills (Pivot Tables, Lookups, Reporting & Analytics)
- Enterprise/corporate client handling experience preferred
- Exposure to CRM/ticketing platforms is a plus
Full Job Posting
About Company
- InnovationTeam is a leading digital transformation and IT solutions provider headquartered in Saudi Arabia, specializing in cloud, cybersecurity, AI, digital infrastructure, managed services, and enterprise applications.
Position
- Customer Success Officer, Department: Operations
Role Purpose
- Own the customer relationship and 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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