Home Saudi Arabia Customer Success Associate

Home Saudi Arabia Customer Success Associate

Customer Success Associate

Full time at Starlinks in Saudi Arabia
Posted on February 24, 2025

Job details

As a Customer Success Associate at Starlinks, your role is vital in ensuring our customers receive exceptional service and support throughout their journey with us. You will work closely with our customers to understand their needs, address their concerns, and drive value from our products and service.

Key Responsibilities

  • Act as the primary point of contact for assigned customers, building strong relationships and ensuring their needs are met.
  • Onboard new customers, providing training and guidance on using our products or services effectively.
  • Proactively engage with customers to understand their goals, challenges, and satisfaction levels.
  • Collaborate with cross-functional teams to address customer inquiries, resolve issues, and escalate concerns when necessary.
  • Conduct regular check-ins with customers to review their progress, gather feedback, and identify opportunities for upselling or expansion.
  • Monitor customer usage and adoption of our products or services, identifying areas for improvement or optimization.
  • Assist with the development and execution of customer success strategies and initiatives.
  • Provide product demonstrations and presentations to customers, showcasing key features and benefits.
  • Coordinate with sales and marketing teams to support customer retention and expansion efforts.
  • Prepare and deliver reports on customer engagement, satisfaction, and performance metrics.
  • Stay updated on industry trends and best practices in customer success to drive continuous improvement.
  • Participate in customer-focused projects and initiatives to enhance the overall customer experience.
  • Handle customer escalations with professionalism and empathy, striving to achieve timely resolution.
  • Document customer interactions, inquiries, and resolutions in the CRM system accurately and comprehensively.
  • Contribute to a positive and collaborative team environment, sharing knowledge and insights with colleagues.

Job Requirements

  • Bachelor's degree/Diploma in business administration, marketing, or a related field.
  • 2+ years of experience in customer-facing roles (e.g., Customer Success, Account Management, Customer Support) is highly desirable, especially in eCommerce environments.
  • Good knowledge of the Supply Chain & Logistics industry.
  • Excellent verbal and written communication skills in Arabic & English, with the ability to convey complex information clearly and professionally.
  • Strong relationship-building abilities, with a customer-centric mindset and empathetic approach.
  • Solid analytical and troubleshooting skills, capable of identifying issues and proposing effective solutions.
  • Ability to manage multiple accounts, tasks, and priorities simultaneously without compromising quality.
  • Comfortable working with CRM platforms, support tools, and the ability to learn new software and technologies quickly.
  • Takes initiative to engage with customers, anticipate their needs, and deliver value proactively.
  • Works well in cross-functional teams, building strong internal networks with Sales, Marketing, and Product teams.
  • Thrives in a fast-paced, evolving environment and embraces change to meet customer and business needs.
  • Familiarity with CRM systems (e.g., Salesforce, HubSpot) is an advantage.
  • Experience in logistics, supply chain, or related industries is beneficial but not required.
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