Customer Success Associate

About This Role

About Deewan

Deewan is a Saudi communication and customer engagement solutions provider with a rich portfolio of SMS, voice and WhatsApp communication solutions. We built our processes around delivering value for clients first and foremost, helping them increase brand awareness, reduce operational costs, and create impressive customer experiences that quickly make a difference. All this is possible through simple dashboards and a team of technical and business support specialists providing best-in-class service 24/7. If you have the passion for success and are ready to constantly challenge yourself within a collaborative team-environment join our team.

Job Summary:

We're looking for a passionate and proactive Customer Success Associate to join our growing team and play a vital role in building long-term relationships with our customers. You'll be responsible for onboarding new customers, ensuring their success with our product, and proactively identifying and addressing their needs.

Key Roles and Responsibilities:

• Onboarding: Guide new customers through the initial product setup and usage process, ensuring they understand its value and features.
• Support & Engagement: Provide responsive and efficient customer support through various channels (email,phone, chat) and proactively engage with customers to identify potential issues and opportunities.
• Relationship Building: Cultivate strong relationships with customers by actively listening to their needs,providing personalized advice, and building trust.
• Revenue Retention & Expansion: Responsible on revenue retention, minimizing churn and identifying upsell and cross-sell opportunities within your customer base and present them effectively.
• Data Analysis & Insights: Monitor customer usage data and identify trends to personalize interactions, identify potential churn risks, and inform product improvements.
• Feedback & Reporting: Gather customer feedback, document resolutions, and generate reports to track progress and inform team strategies.
• Collaboration: Work closely with other teams (Sales, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs

Requirements Required Skills and Experience:

• Bachelor's degree in a relevant field (e.g., Business, Communication, Technology) or equivalent experience.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to identify and solve customer issues efficiently.
• Proactive and organized, with the ability to manage multiple tasks and prioritize effectively.
• Strong written and verbal communication skills, with the ability to document issues and communicate solutions clearly.
• Experience with customer relationship management (CRM) systems and data analysis tools is a plus.
• Experience & background on CPAAS platforms is a plus.
• Passion for learning and a desire to continuously improve customer experience.