Customer Success Support Manger

Who We Are

Position Summary

• We are looking for an experienced Customer Success Support Manger for Saudi Arabia.
• As a core member of the project team, you will work closely with the Customer Success Manager (CSM) to provide front-line on-site support.
• Your primary responsibility is to ensure adoption of our products and solutions, respond to and resolve various technical and product issues in daily operations, act as a key bridge between the customer and internal technical teams, and deliver excellent service value. **WHAT YOU WILL BE DOING:**
• Act as the primary technical contact on-site, responsible for receiving, responding to, and initially diagnosing issues reported by customers through various channels.
• Accurately judge issue types and priorities, create and maintain issue logs in internal systems, and coordinate with back-end teams until full resolution.
• Establish and maintain good working relationships with the customer's IT and business teams, regularly communicate on issues status, and manage expectations.
• Summarize common customer issues and solutions, write technical documents, and conduct small-scale product training for customers.
• Proactively identify potential customer relationship risks, product usage obstacles, or service instability factors, and report them to the CSM and project team timely.

Minimum Qualifications

• 3-5 years of relevant IT work experience, with a background as a TAM, SA, Technical Support Engineer, or CSM in enterprise software, cloud computing, or SaaS companies.
• Solid technical foundation, familiar with Linux/Windows OS, networking (TCP/IP, HTTP, DNS), common troubleshooting tools, and understanding of cloud computing.
• Excellent verbal and written communication skills to convey information to diverse teams, with strong service awareness and empathy.
• Clear logical thinking, strong analytical skills, able to remain calm under pressure and drive the resolution of complex issues.
• Native Mandarin speaker level, used for highly efficient internal team collaboration.
• Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• On-site resident support at customer site; short-term business travel may be required
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations
• **PREFERRED QUALIFICATIONS:*** Basic conversation skills in Arabic
• *Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.*