Customer Success Manager

Role: Customer Success Manager

Location: Riyadh, Saudi Arabia

Permanent, Full Time

Reporting to the Manager, CSM Team

Who we are

Accedian provides exceptional end-to-end visibility over network performance for millions of services over major Tier-1 and Tier-2 networks globally, allowing our customers to tune and optimize their network to provide the best possible performance and user experience.

Accedian partners with the most influential names in the network performance assurance field for delivering the next generation software/hardware solutions for their business critical services.

What we do

Accedian develops best-in-class network monitoring solutions, based on award-winning
hardware and software solutions that are deployed in carrier networks and on enterprises
premises. The data we generate is in need of a powerful and scalable platform so that it can be stored, analyzed and presented in ways that are meaningful and intuitive to our customers.

Our initiative is looking for a few talented designers, developers and testers to work with a small, high-power team of industry experts to launch Performance Analytics product lines. Focused on providing near real-time network performance correlation and visualization, we’re using state-of-the-art tools and a modern stack to support advanced use cases.

Responsibilities:

• To be an expert on how every product feature is supposed to work and how is implemented;
• To provide solutions (knowledge base, explanations) to user queries directly or via triage to downstream team members;
• Proactively monitor user relationships – execute on-boarding, retention or training campaigns as necessary;
• To manage tracking and reporting back to internal and external customers on tasks triaged as feature requests, defects or support activities related to the Product;
• Proactively write and maintain knowledge base content (articles, videos, etc.);
• Proactively assist in evaluating, testing and enhancing the usability of the Skylight Analytics product;
• To manage the generation of “Customer engagement” reports related to the use of the product for other stakeholders (PLMs, Sales, Marketing, etc) monthly, quarterly, annually and/or on demand

Who you are:

• You are very curious and you like “playing” with software. You like to know every detail of Product given to you, from how it works on the surface, ie, what the user really sees, to the internal processes that make it work behind the scenes;
• You are not shy of providing feedback to internal teams about the different features of the product, whether past or currently “in the oven” for delivery.
• You participate very actively on feature demos, whether they are for initial internal progress demonstration or during final customer release.
• You are very comfortable jumping into live sessions/calls with internal or external customers that require assistance or explanations/demo beyond a simple conversation chat. Customers could range from being new to the product or very knowledgeable;
• You are very eager about learning new tools, processes and/or even enrolling into self-learning courses to help understand better customer use cases and product features;
• You understand that Customer Satisfaction means keeping customers happy with the interaction and level of attention you put into every request while at the same time setting proper expectations based on our internal teams priorities;
• You have a proven record of expertise dealing with customers and able to triage their requests within a team or independently. (Prior Customer Support, SE, PSE roles);
• You can communicate clearly verbally and in writing, this is a key skill to be able to interact efficiently with customers;
• You are comfortable working with a wide variety of internal teams; Dev teams, Quality teams, PLM, Sales, Professional Services, Partners and Support

Technical Skills:

You must have one or more of these technical skills (without priority), and be prepared to learn the others once hired

• Network/Application Performance Monitoring, Mobile network architecture, ISP, LAN/WAN, Communication Protocols.

Nice to have:

• Technical skills : exposure to PaaS, SaaS,, Virtualization, Micro-services, Linux, Web
  services, Databases, REST APIs Knowledge, Docker containers
• Knowledge of another language other than English

Schedule

• 8 Hours per day
• Monday to Friday

Telecommuting

This job can be fully remote

Ready to join our team?

Please send your resume/CV and cover letter to [email protected] to submit your interest! We look forward to hearing from you, future Accedian!