Customer Success Specialist (Trainee)

About SMART Technology Solutions

SMART Technology Solutions is seeking a Customer Success Specialist (Trainee) to join its team. The company delivers seven service lines: IT Management, Technical Projects, Application Development, Digital Products, Cybersecurity, Business Applications, and Procurement. Our clients include PIF-backed entities, government authorities, private financial services firms, law practices, and consultancies across Riyadh and Jeddah.

Role Overview

The Customer Success Specialist manages a portfolio of Smart Services clients from contract signing through to renewal and expansion. This is a retention and relationship-focused role, distinct from a support function. The primary objective is to ensure that every client in the portfolio derives measurable value from the services purchased, leading to renewals based on demonstrated value. The Specialist serves as the single point of accountability for each client within the organization.

Key Responsibilities

• Manage a portfolio of clients to ensure measurable value from services.
• Drive client retention and identify expansion opportunities.
• Conduct business reviews with client executive sponsors, focusing on outcomes.
• Document client interactions and progress clearly and consistently in both Arabic and English.
• Translate client needs to the delivery team and vice versa.
• Proactively escalate potential issues to internal teams.
• Ensure follow-through on all agreed-upon next steps from meetings.

Required Capabilities

• Commercial Judgement: Ability to assess client accounts and distinguish between satisfied clients and those at risk of churn.
• Written Discipline: Consistent and clear documentation skills in both Arabic and English.
• Senior Stakeholder Comfort: Capability to engage in business reviews with executive sponsors, maintaining focus on strategic outcomes.
• Technical Literacy: Sufficient understanding of the seven service lines to identify expansion opportunities and facilitate communication between clients and delivery teams.
• Escalation Courage: Proactive and direct communication of problems.
• Follow-Through: Ensures that all meetings conclude with confirmed next steps and assigned owners, and that these actions are completed.

Qualifications and Experience

This full-time role requires 2-5 years of relevant experience. The position is based in Jiddah, Makkah, Saudi Arabia, with potential client engagement in Jeddah, Makkah, and Riyadh.

• Experience range: 2-5 years.
• Prior background in IT managed services, systems integration, or technology consulting is advantageous but not required.
• Exposure to public sector procurement cycles within the Kingdom is beneficial.
• Formal customer success certification or training is a plus.
• Experience in building a customer success function from inception is considered an advantage.

Work Environment

This is a full-time position within SMART Technology Solutions, focusing on client retention and relationship management. The role involves working with a diverse client base across various industries and government entities in Saudi Arabia.