Customer Success Specialist

Alnafitha IT

Key Responsibilities:

• Client Relationship Support
• Engage with customers, partners and internal stakeholders and support foundational relationships with key customers to enable quality solution delivery and health
• Facilitate effective communication between clients and decision makers to smooth adaptation of solutions and address any concerns that may arise during implementation
• Understanding Client Needs
• Gather customer feedback and insights to represent the "Voice of the Customer" within the company to ensure that client perspectives are considered in product development and services Improvements by conducting surveys and Interviews to collect feedback and present findings to relevant teams Provide clients with consistent updates on project status and any issues that arise to maintain transparency and build trust with clients by scheduling regular communication touchpoints
• Customer Retention and Growth
• Assist in gathering data for business reviews to showcase the value provided to clients to be able to reinforce the relationship and justify continued partnership through demonstrating ROI
• Monitor renewal timelines and coordinate with Account Managers to ensure timely renewals
• Track customer health metrics, satisfaction (CSAT/NPS), and engagement insights
• Market Research and Insights
• Conduct basic competitive research and assist in gathering insights on industry trends to Inform Internal strategies and help clients stay competitive
• Assist in developing surveys to gather customer feedback to identify areas for improvement and enhance customer experience
• Prepare reports, presentations, and customer communications that reflect business value and success outcomes
• Support event planning, customer recognition initiatives, and experience-driven campaigns
• Content Development
• Assist in creating marketing and technical content to support customer needs to provide valuable resources that help clients utilize products effectively by working with marketing teams to draft content that aligns with customer interests and product features
• Support the execution of marketing campaigns to inform clients about new offerings to keep customers engaged and informed about product developments
• Collaboration with Internal Teams
• Collaborate with Project managers, marketing, sales, and services teams to share customer insights to ensure a cohesive approach to customer success across functions by participating in cross-functional meetings to provide customer feedback and insights that inform strategy