Job Summary

A Customer Success Specialist plays a pivotal role in guaranteeing that customers derive maximum value from FADEL’s products or services, fostering customer satisfaction and retention. The responsibilities will encompass various aspects of customer success, including ensuring proper onboarding, training, account management, proactive communication, problem resolution, and more.

Key Responsibilities

1. Onboarding and Implementation: Implement and ensure new customers properly go through the onboarding process on FADEL’s SaaS products. 
2. Product Adoption: Encouraging customers to fully utilize product features.
3. Customer Relationship Management: Be attentive, responsive, and empathetic to foster strong relationships with customers.
4. Proactive Communication: Regularly check in with customers to assess satisfaction, address concerns, and communicate updates or best practices.
5. Problem Resolution: Act as a point of contact for customers experiencing issues, collaborating with internal teams to resolve challenges promptly.
6. Customer Advocacy: Identify satisfied customers and encourage them to become advocates, participating in testimonials, case studies, or referrals.
7. Renewal Risk Mitigation: Monitor subscription renewals, working to ensure customer renewals by addressing factors that might impact decisions.
8. Customer Feedback: Gather customer feedback to identify areas for improvement and share insights with relevant teams.
9. Metrics and Reporting: Track key performance indicators (KPIs) related to customer success, providing regular reports to management.
10. Cross-functional collaboration: Collaborate with sales, marketing, product development, and support teams to ensure a seamless customer experience, sharing insights with relevant stakeholders.
11. Identify Upsells and Expansion opportunities: Identify opportunities for upselling or expanding product usage within existing accounts, collaborating with the sales and services teams.
12. Customer Retention: Develop strategies to enhance customer retention, proactively addressing reasons behind churn.

Location

• Beirut, Lebanon

Qualifications

• Proactive and empathetic individual with a focus on building long-term customer relationships.
• Excellent communication and interpersonal skills.
• Ability to collaborate with cross-functional teams.
• Strong problem-solving and negotiation abilities.
• Expertise in Digital Asset Management systems.
• Experience in customer success, account management, or a related field is preferred.