Customer Success Manager📣 Job Ad

About Incorta and the Customer Success Manager Role

Incorta is a data analytics and business intelligence platform designed to rapidly deliver business value from transactional data. The platform offers an integrated, end-to-end data experience, from acquisition and enrichment to visualization and sharing, significantly reducing project implementation times and providing revolutionary query speed. As an Enterprise Customer Success Manager at Incorta in Riyadh, Saudi Arabia, you will assume a full-time, strategic, and customer-facing role. This position involves partnering with Incorta's largest enterprise customers in the region to help them realize measurable business value from the platform, combining technical expertise, business consulting, executive relationship management, and customer advocacy.

Key Responsibilities

• Foster and build overall relationships with assigned customers to increase adoption, ensure retention, and drive long-term success.
• Establish a trusted and strategic advisor relationship with each assigned customer, demonstrating the continued value of Incorta's products and services.
• Conduct technical working sessions to jointly architect solutions leveraging the Incorta Designer Desktop with prospective new users.
• Provide hands-on training on Incorta products through enablement sessions.
• Proactively collaborate with customers to establish critical goals or key performance indicators and assist them in achieving these objectives.
• Advocate for customer needs and issues across internal departments with a diplomatic and level-headed approach.
• Remain up-to-date on Incorta solutions and products, maintaining familiarity and adherence to all Company methods and procedures.
• Serve as the single point of contact and escalation for the customer, directing them to additional help resources and personally assisting with questions or issues.
• Track customer activity to identify churn risk, working proactively via targeted outreach campaigns to mitigate this risk, while also identifying and closing upsell opportunities.
• Collaborate with the Marketing team to secure customer references, case studies, and testimonials for the portfolio of customers.
• Act as a customer advocate by collecting feedback on product needs, understanding customer and industry trends, and articulating these back to the business.
• Work closely with internal resources on escalation and resolution processes for critical customer issues.

Required Experience and Qualifications

• A minimum of 4 years of experience in technical implementations or Sales Engineering.
• Saudi nationality is required for this position.
• Experience in SaaS or Software Solutions is highly preferred.
• Ability to travel up to 50% of the time or as business needs arise.
• Proven experience in setting long-term goals and guiding projects, people, and processes toward attainment.

Essential Skills and Competencies

• Demonstrated problem-solving skills and the ability to show good judgment in decision-making.
• Ability to work effectively under the pressure of a constantly changing and rapidly evolving work environment and industry.
• Demonstrated ability to handle multiple responsibilities in a collected manner.
• Willingness to ask for help when it is required.
• Excellent verbal and written communication skills, along with superior presentation skills.
• Strong analytical and problem-solving skills, particularly those applicable to a "Big Data" environment.
• Familiarity with CRM tools and customer success platforms (*, Salesforce).
• Fluency in both Arabic and English is required.

Work Environment and Collaboration

The Enterprise Customer Success Manager will work closely with various internal teams, including Account Executives, Solution Engineers, Professional Services, Product Management, and Support. This collaboration is essential to ensure customers successfully adopt Incorta, achieve their business objectives, and continue to grow their partnership. The role involves becoming a trusted advisor to both executive and technical teams within customer organizations, helping them modernize analytics, accelerate AI initiatives, and maximize the value of their enterprise data.

Application Information

Incorta is dedicated to empowering organizations through advanced data analytics. We invite qualified candidates who meet the specified requirements for this full-time position in Riyadh to submit their application.