Customer Success Manager

Overview

Dahran, Saudi Arabia

The Job

Responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Engage with customers to understand how they work and ensure they are leveraging our solutions effectively.
• Understand the motivation, business drivers, strategic goals and desired business outcomes for his portfolio of large customers.
• Craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, adoption plans, timelines, communication.
• Work closely with Sales, Technical Support, Training and other Technical teams to ensure a best-in-class customer experience and take care of any customer issues.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and
• account growth through increased product adoption and increased usage
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Drive the Customer Success playbook for High Touch Segment.
• Facilitate Executive Business Reviews with decision makers and our executive sponsor, where we celebrate shared successes, and make adjustments where necessary.

Skills

• and Qualification
• Bachelor / Master: initial training in electrical engineering & training in business / marketing
• Fluent in English (written and oral)
• Minimum 5 years experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support or Sales Management
• Knowledge of electrical design software a plus
• Confident, high energy, self-motivated
• Experience working with senior and executive level customer contacts
• Owner mindset, with an ability and inclination to be hands on in all aspects of the role
• Leadership to mobilize different stakeholders, drive cross-functional activities, create and maintain momentum
• Proven experience in project management
• Proven experience in software or digital transformation
• Team player with international exposure
• Excellent communication skills
• ETAP requires all successful applicants to undergo and pass a comprehensive background check before they start employment.
• Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check.
• Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.
• ETAP is an Equal Opportunity Employer.
• We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect.
• We value diversity and the expertise that people from different backgrounds bring to our business.
• Come and join ETAP to create the transformative technology that enables our customers to engineer a better world.