Customer success officer "Software Experience"

2 days ago

Cairo, Cairo, Egypt AMANAH TEKNOLOGIA Full time

Job Purpose:

To ensure customer satisfaction, retention, and growth by providing excellent post-sales support and proactive engagement. The Customer Success Officer acts as the main point of contact for clients, helping them achieve maximum value from Amanah Teknologia's products and services.

Key Responsibilities:

  • Build and maintain strong, long-term relationships with customers to drive loyalty and satisfaction.
  • Onboard new clients and ensure smooth adoption of company products and services.
  • Understand customer needs, challenges, and goals to provide tailored solutions and recommendations.
  • Coordinate with internal departments (technical support, sales, and product teams) to resolve customer issues promptly.
  • Conduct regular check-ins, reviews, and performance analysis to ensure customers are achieving their desired outcomes.
  • Track and monitor key customer success metrics such as usage rates, satisfaction scores, and retention levels.
  • Identify upselling and cross-selling opportunities in collaboration with the sales team.
  • Handle escalations effectively to ensure a positive customer experience.
  • Document and communicate customer feedback to enhance product and service quality.
  • Maintain accurate records in CRM systems (e.g., Salesforce, HubSpot, or equivalent).

Qualifications:

  • Bachelor's degree in Business Administration, Information Technology, or related field.
  • 2–4 years of experience in customer success, account management, or client service—preferably in a technology or SaaS company.
  • Strong communication, presentation, and interpersonal skills.
  • Excellent problem-solving and conflict resolution abilities.
  • Proficiency in CRM systems and customer management tools.
  • Ability to understand technical products and translate them into customer value.
  • Fluent in English (Arabic is a plus).

Key Competencies:

  • Customer-centric mindset.
  • Strong organizational and multitasking skills.
  • Analytical thinking and data-driven decision-making.
  • Team player with proactive attitude.
  • High level of accountability and attention to detail.

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