Responsibilities
Build and maintain trusted relationships with clients, proactively understanding their needs, challenges, and objectives and offering strategic advice to ensure long-term satisfaction and ROI
Proactively identify customer risks, and work closely with internal and customer stakeholders to mitigate risk and drive best-in-class retention.
Identify opportunities to expand the utilization of Rewaa by facilitating the adoption of existing use cases and ensuring maximum value for users.
Develop a deep understanding of Rewaa's products and services, staying updated on new features and functionalities, and effectively communicate their value to clients.
Gather feedback from clients to understand their evolving needs and preferences, and relay actionable insights to the broader team to inform future enhancements and increased customer satisfaction.
Monitor key performance indicators (KPIs) related to client satisfaction, usage, and retention, and take proactive steps to address any areas of concern.
Stay informed about industry trends, best practices, and competitive landscape, and share insights with clients to help them stay ahead of the curve.
Ensure customers achieve fast time-to-value.
Drive product adoption and provide guidance to customers on best practices.
Identify upselling and cross-selling opportunities within existing accounts to drive additional value for customers and revenue growth for the company.
Address escalated customer concerns promptly and professionally.
Participate in customer success reviews and provide feedback to improve product functionality.
Document and communicate customer feedback to improve our products and processes.
Requirements
Bachelor’s degree or equivalent work experience
2+ years’ experience in customer success or account management, preferably in SaaS
Proven track record of managing and growing strategic customer relationships
Excellent communication, negotiation, and conflict resolution skills
Ability to work in a fast-paced environment and manage multiple priorities
Proficiency in CRM systems like Zoho, HubSpot, or Salesforce
