Customer Success Officer
About EliteTecs
EliteTecs for Technical Solutions Co. Ltd. is a leading provider of premium technical and human resource outsourcing solutions, bridging the gap between top talent and major corporate enterprises.
About the Role
This position is a fixed-term, outsourced position, and project-based contract that ends upon the completion of the project period. It may be extended if the project period is extended. The successful candidate will be contracted and contractually managed by EliteTecs, but will be fully deployed to work directly within the premises and under the daily operations of one of our major clients in the Telecommunications Sector.
Job Summary
The Customer Success Officer ensures that the Telecom client's corporate customers achieve maximum value from their cloud products and services. Key duties include guiding customer onboarding, driving product adoption, and building strong business relationships. The incumbent will monitor customer health, proactively resolve issues, and enable renewals and expansion opportunities.
Key Duties and Responsibilities
- Facilitate the onboarding process for new corporate customers.
- Develop and execute onboarding plans and training programs.
2. Customer Health Monitoring and Analysis
- Monitor product usage, engagement, and satisfaction scores.
- Proactively identify and address retention risks.
3. Customer Support & Issue Resolution
- Track, escalate, and ensure resolution of client complaints.
- Serve as liaison between customers and internal teams.
4. Customer Feedback and Satisfaction
- Gather and analyze CSAT, NPS, CES feedback.
- Advocate for customer needs within the organization.
5. Customer Success Programs
- Develop initiatives to drive engagement, satisfaction, and loyalty.
6. Other Tasks
- Perform additional tasks as assigned by the line manager.
Job Requirements
- Yemeni National with valid National ID (بطاقة شخصية سارية المفعول).
- Maximum 30 years old at application.
Education:
- Bachelor's in Business Administration, Communications, Marketing, IT, or related field.
Experience:
- 3+ years in customer success, account management, or client-facing role.
- Experience within a cloud or B2B technology company.
Preferred Certifications:
- Customer success or customer service certifications (cloud industry preferred).
Skills:
- Customer onboarding & product adoption
- Relationship & risk management
- Problem solving & escalation
- Cross-functional collaboration
- Data literacy & reporting (CSAT/NPS)
- Excellent communication skills
How to Apply
Apply via the online form on this website or email your CV, certificates, ID copy, and cover letter to info@elitetecs.com with subject: Customer Success Officer - [Your Name]. Only shortlisted candidates will be contacted.
Subject Line: Customer Success Officer - [Your Name]
نقدم حلولاً تقنية مبتكرة تساعد المؤسسات على النمو والتطور في العصر الرقمي.