Enterprise Associate Customer Success

About the Role

Trivers is seeking an Enterprise Associate Customer Success to join our team in Riyadh, Saudi Arabia. This full-time role is central to ensuring customer satisfaction and driving long-term growth by championing the customer experience. The position focuses on ensuring clients realize the full value of services, staying informed on product updates, and supporting daily technical matters and contractual lifecycles.

Key Responsibilities

• Onboard new customers by guiding them through initial setup and implementation, providing training, resources, and ongoing support for smooth transition and product adoption.
• Manage customer incidental queries and satisfaction, building and maintaining strong relationships with assigned clients.
• Listen to customer feedback, identify pain points, and proactively suggest solutions. Track customer engagement and satisfaction metrics to measure progress.
• Provide ongoing support as a trusted advisor, offering troubleshooting assistance, answering questions, resolving issues, and guiding optimal product usage.
• Support renewals and upselling by working with sales account managers to develop renewal plans and keep both clients and sales informed on usage via dashboards and notifications.
• Gather customer feedback and advocate for their needs internally, collaborating cross-functionally with operations, finance, and marketing to ensure continuous product and service improvement and timely delivery.

Performance Indicators

Success in this role will be measured by several key performance indicators, reflecting the effectiveness in customer engagement and support:

• Usage Reporting: Delivering regular quarterly reports to customers on their complete usage, existing balance, and expiry date.
• Maximizing Utilization: Encouraging increased adoption and utilization through product updates, best practices, and relevant use cases.
• Customer Engagement Score: Quantifying the level and depth of interaction between the customer and the enterprise support associate.
• Average Resolution Time: Tracking the average time taken to resolve customer issues or queries.
• Product Adoption Rate: Measuring how quickly and extensively customers are using the company's products or services.
• Customer Feedback and Satisfaction Surveys: Conducting regular surveys to gather qualitative feedback on satisfaction and areas for improvement.
• Onboarding Efficiency: Evaluating the effectiveness and speed of the customer onboarding process.

Experience and Qualifications

Candidates should possess 3-5 years of relevant experience in a customer success or similar client-facing role. A strong understanding of customer relationship management and technical support processes is required.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working collaboratively with various internal departments to ensure a cohesive customer experience.

Application Process

We invite qualified candidates to apply for this opportunity. Salary details will be discussed during the interview process.