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  • Job reference: RMS0178827

Customer Success/Experience Manager

  • Sector: ICT
  • Location: Various Sites
  • Job type: Permanent
  • Date posted: 24/04/2017
  • Duration: 1 year
  • Time left:
    d h m s
This vacancy has now expired.

The Company:
Leading European Telecom Giant

The Role:
Fircroft Riyadh is looking for a Customer Success/Experience Manager to work a Leading European Telecom Giant.


Real Customer Success comes from the heart. You have the best customer management and business consultancy skills around. You're passionate about engaging your customers and expanding their use cases. You have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers.

Key Duties & Responsibilities:

* Designs, implements, and manages service forecasting, planning, pricing and budgeting processes.
* Establishes high levels of quality, accuracy, and process consistency in planning, forecasting, and budgeting approaches by identifying and qualifying the key factors for customer success.
* Ensures planning, forecasting and budgeting efforts are appropriately integrated with other planning processes employed within the firm.
* Overall customer success by managing the entire customer life-cycle.
* Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
* Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
* Develop, prepare, and nurture customers for advocacy.
* Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
* Work to identify and/or develop upsell opportunities.
* Advocate customer needs/issues cross-departmentally.
* Program manage account escalations.

Qualifications & Skills 

* 3+ Years of relevant experience.
* Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention preferably within ICT.
* Prior experience in closing sales deals at the executive level a plus.
* Proven ability to drive continuous value of our product(s).
* Familiarity working in complex organizational environment and with clients of all sizes.
* Impeccable communication, presentation and negotiation skills and a natural relationship builder and networker.
* Detail oriented and analytical.
* Able to work independent and committed to do 'whatever it takes' to become successful.
* Keep focus on agreed priorities, effective working attitude, result driven, think win-win.
* Good understanding of current market demands/trends and proven knowledge of software and hardware based solutions.

Interested candidates please send me your updated CV at

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

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