Customer Success Officer
Riyadh, Riyadh Province, Saudi Arabia · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Education
- Bachelor's/Master's degree
- Eligibility
- Applicants should have a bachelor's or master's degree, at least 3 years of relevant IT industry experience, and bilingual fluency in Arabic and English. Experience with enterprise or corporate clients is preferred.
- Resume
- Required to apply
Where you'll work
Job description
About the Company
InnovationTeam is a Saudi Arabia-based digital transformation and IT services company focused on helping organizations modernize through cloud, cybersecurity, AI, digital infrastructure, managed services, and enterprise applications. The business works with both public and private sector clients and emphasizes innovation, measurable outcomes, and strong customer outcomes.
Role Overview
The Customer Success Officer will manage assigned client accounts end-to-end and serve as the primary contact for customers and internal teams. The role is centered on resolving issues quickly, maintaining transparent communication, and supporting the long-term health of each account.
Key Responsibilities
- Take full ownership of assigned client relationships and continuously work to strengthen satisfaction, loyalty, and trust.
- Coordinate between customers and internal teams such as Operations, HR, Finance, and Technical teams to ensure smooth delivery and prompt escalation handling.
- Track customer queries, incidents, and escalations against agreed service levels, keeping visibility through trackers and dashboards.
- Prepare MIS reports, service performance analysis, and management presentations that highlight patterns, risks, and areas for improvement.
- Handle stakeholder expectations through clear communication, negotiation, and practical solution-focused discussions.
- Balance several priorities in a fast-moving environment while meeting internal SLA requirements and standards.
- Identify and support process improvements that enhance the customer experience and improve operational efficiency.
Qualifications and Experience
- A bachelor's or master's degree is required.
- At least 3 years of experience in the IT industry in a Customer Success, Account Management, or Client Relations role.
- Experience working with enterprise or corporate clients is preferred.
Technical Skills
- Working knowledge of Excel, including pivot tables, lookups, reporting, and analytics.
- Exposure to CRM or ticketing tools will be an advantage.
Core Competencies
- Fluency in both Arabic and English is mandatory.
- Strong ability to manage stakeholders, negotiate effectively, and analyze situations clearly.
- High sense of ownership and accountability, with a customer-first attitude even under tight deadlines.