Customer Success Specialist (Trainee)

About the Role

SMART Technology Solutions is seeking a Customer Success Specialist (Trainee) to join our team in Riyadh or Jeddah, Saudi Arabia. This full-time role focuses on client retention and relationship management for a portfolio of Smart Services clients. The objective is to ensure clients derive measurable value from their purchased services, leading to renewals and expansion opportunities. The position requires 2-5 years of relevant experience.

Client Portfolio and Services

The Customer Success Specialist will manage a portfolio of clients ranging from PIF-backed entities and government authorities to private financial services firms, law practices, and consultancies across Riyadh and Jeddah. As the single named point of accountability, the Specialist will oversee client relationships from contract signing through renewal and potential expansion. SMART Technology Solutions delivers services across seven lines: IT Management, Technical Projects, Application Development, Digital Products, Cybersecurity, Business Applications, and Procurement.

Key Capabilities

• Commercial Judgement: Ability to assess client accounts and differentiate between satisfied clients and those at risk of churn.
• Written Discipline: Consistent and clear documentation in both Arabic and English.
• Comfort with Senior Stakeholders: Capability to conduct business reviews with client executive sponsors, focusing discussions on outcomes rather than support tickets.
• Technical Literacy: Sufficient understanding of the seven service lines to identify expansion opportunities and facilitate communication between clients and delivery teams.
• Escalation Courage: Proactive identification and direct reporting of issues.
• Follow-through: Ensuring all meetings conclude with confirmed next steps, assigned owners, and subsequent execution of those steps.

Advantageous Qualifications

While not strictly required, candidates with the following experience or qualifications may have an advantage:

• Background in IT managed services, systems integration, or technology consulting.
• Prior exposure to public sector procurement cycles within Saudi Arabia.
• Formal customer success certification or training.
• Experience in establishing a customer success function from its inception.

Work Environment

This is a full-time position based in Riyadh or Jeddah. The role emphasizes building and maintaining strong client relationships to ensure long-term success and value realization from SMART Technology Solutions' services.