Customer Success Lead

About the Role

ABYAT is seeking a Customer Success Lead to join its team in Dammam, Eastern Region. This full-time role focuses on ensuring customers receive a high-quality end-to-end experience, acting as the primary advocate for customer needs within the branch.

Role Purpose

The Customer Success Lead is responsible for representing the customer's voice internally, collaborating across departments to monitor service delivery, resolve issues, and drive continuous improvement. This position ensures operational alignment with customer expectations, contributing to high levels of customer satisfaction and loyalty.

Key Responsibilities

• Act as the primary point of contact for customer escalations and manage complaints from initiation to resolution.
• Oversee the entire post-sales cycle, including order fulfillment, delivery, installation, and after-sales service, ensuring a seamless experience.
• Coordinate with internal departments such as logistics, warehouse, installation, and after-sales to ensure smooth operations and service quality.
• Monitor and report on customer success KPIs, including resolution time, CSAT, and NPS, providing insights to management.
• Conduct root cause analysis for recurring issues, recommend process improvements, and provide feedback to central operations and customer experience teams.
• Support the training and development of front-line staff on customer service best practices and ensure compliance with company policies and service level agreements.

Qualifications and Experience

• 2-5 years of experience in a customer success or related role.
• Demonstrated ability to manage customer escalations and complaints effectively.
• Experience in monitoring and managing post-sales operations.
• Strong coordination and communication skills for cross-functional collaboration.
• Analytical skills to track performance metrics and identify areas for improvement.

Work Environment

This is a full-time position based in Dammam, requiring active engagement within the branch and coordination with various internal teams to achieve customer satisfaction goals.

Application Process

Further details regarding the application process and salary will be discussed with qualified candidates.