Senior Customer Success Specialist

Egypt Full time Customer Success In-office

We are looking to hire a Senior Customer Success Specialist to join us in our mission to educate the world. The successful candidate shall be responsible for supporting customers in becoming active users of our products, increasing the company’s sustainable value, and focusing on customer loyalty, building long-term relationships with customers, and customer retention by making sure that customers are satisfied with our products and services and by addressing their concerns and inquiries.

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Responsibilities

  • Developing and implementing a well-planned customer onboarding program to ensure the client’s understanding of all the company’s products and services

  • Analyzing data of customer usage to identify the best customer success practices 

  • Creating and implementing a work plan for the customer by utilizing product features based on the customer’s work style to increase product usage

  • Addressing the customer’s complaints, suggestions, and requests to reach customer satisfaction

  • Developing and maintaining smooth and strong relationships with customers to increase loyalty and retention

  • Following up on customers’ contract renewal to maintain sustainable customer retention rate

Qualifications & Work Experience

  • Bachelor’s degree in any field

  • 2–3 years of relevant experience

  • Excellent command of the English language

  • Knowledge of the practices of the customer success field 

  • Proficiency in MS Office, especially PowerPoint

  • Knowledge of e-learning software is an asset

Behavioural Competencies

  • Excellent verbal, written, and interpersonal communication skills

  • Customer service oriented

  • Planning and organizing skills

  • Self-driven, dynamic, and proactive

  • High computer literacy and ability to learn new software

  • Strong time management skills, organizational skills, and the ability to multitask

  • Self-initiated and proactive behavior

  • Problem-solving and decision-making skills

  • Analytical skills

Work Conditions

  • This position includes traveling to other governorates 

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