Customer Success Specialist

Responsibilities :

• Maintain strong relationships with existing customers to ensure retention and satisfaction.
  
• Conduct regular check-ins with customers to understand their business needs and challenges.
  
• Serve as the main point of contact for customers regarding renewals, product usage, and issue resolution.
  
• Work closely with technical support and product teams to address customer concerns and ensure timely resolution.
  

2. Renewals Management

• Proactively follow up with customers to secure subscription renewals.
  
• Ensure timely renewal of contracts to avoid service disruptions.
  
• Identify at-risk customers and develop action plans to retain them.
  

3. Upselling and Cross-Selling

• Identify opportunities for upselling and cross-selling additional ManageEngine solutions based on customer needs.
  
• Present and demonstrate relevant ManageEngine products to existing customers.
  
• Collaborate with the sales team to execute sales strategies and achieve revenue targets.
  

4. Customer Training & Enablement

• Educate customers on new features and product enhancements.
  
• Conduct training sessions and webinars to maximize product adoption.
  
• Provide customers with best practices and proactive recommendations for using ManageEngine solutions.
  

5. Communication & Coordination

• Act as a liaison between customers and internal teams (sales, support, product development).
  
• Communicate customer feedback to the product team for improvements.
  
• Work with marketing to develop case studies and success stories.
  

6. Reporting & Performance Tracking

• Maintain accurate customer records and track interactions in CRM systems.
  
• Provide reports on customer health, renewals, and revenue growth.
  

Requirements

What we are looking for:

• Bachelor's degree in Business, IT, or a related field.
  
• 2-5 years of experience in customer success, account management, or IT sales.
  
• Experience in IT solutions, SaaS, or system integration is preferred.
  
• Familiarity with IT management solutions like ManageEngine, ServiceNow, or SolarWinds is a plus.
  

2. Skills & Competencies

• Sales & Negotiation Skills: Ability to drive renewals and upsell solutions effectively.
  
• Customer Relationship Management: Strong interpersonal and communication skills to build long-term relationships.
  
• Technical Acumen: Understanding of IT management solutions and ability to explain technical concepts to customers.
  
• Problem-Solving: Ability to address customer concerns and provide effective solutions.
  

• Project Management: Ability to manage multiple customer accounts simultaneously.
  

Benefits

• Competitive Salary
  
• Medical & Social insurance
  
• 2 Days off
  
• Challenging environment.
  
• Strong Portfolio with Experienced company (more than 20 years in Egyptian market).
  
• Available Career path challenge.