Customer Success Officer

About Company

InnovationTeam is a leading digital transformation and IT solutions provider headquartered in Saudi Arabia. The company specializes in delivering innovative technology solutions across cloud, cybersecurity, AI, digital infrastructure, managed services, and enterprise applications. With a strong focus on innovation and customer success, InnovationTeam enables organizations across the public and private sectors to accelerate their digital transformation journeys and achieve measurable business outcomes.

Position: Customer Success Officer

Department: Operations

Role Purpose
Own the customer relationship & Accounts assigned end-to-end - acting as the single point of contact between clients and internal teams to ensure fast issue resolution, transparent reporting, and long-term account health.

Key Responsibilities

• Own assigned client relationships; drive satisfaction, retention, and trust through proactive engagement.
• Act as the escalation bridge between customers and internal teams (Ops, HR, Finance, Technical) for seamless delivery.
• Manage queries, incidents, and escalations within agreed SLAs; maintain full visibility via trackers and dashboards.
• Deliver MIS reports, service analytics, and management presentations that surface trends, risks, and improvement areas.
• Manage stakeholder expectations through clear communication, negotiation, and solution-first discussions.
• Juggle multiple priorities in a fast-paced environment while ensuring compliance with internal SLAs and standards.
• Drive process improvements that enhance customer experience and operational efficiency.

Qualifications & Experience

• Bachelor's/Master's degree.
• 3+ years' experience in the IT industry, in Customer Success, Account Management, or Client Relations.
• Enterprise/corporate client handling experience preferred.

Technical Skills

• Basic Excel (Pivot Tables, Lookups, Reporting & Analytics)
• Exposure to CRM/ticketing platforms is a plus.

Core Competencies

• Bilingual fluency (Arabic & English) - mandatory.
• Strong stakeholder management, negotiation, and analytical skills.
• High ownership, accountability, and a customer-first mindset under demanding timelines.