Customer Success Manager - Riyadh

About Incorta

Incorta offers a cutting-edge data analytics and business intelligence platform designed to deliver fast, actionable insights from transactional data. This platform shortens project timelines significantly, providing breakthrough query speeds and maintaining a unified source of truth for business intelligence, analytics, and machine learning workloads. Its cloud-based model serves businesses of all scales, offering a highly cost-efficient and adaptable analytics solution.

Role Overview

As an Enterprise Customer Success Manager based in Riyadh, you will engage closely with some of our largest enterprise clients in Saudi Arabia to maximize their business outcomes using the Incorta platform. This strategic and customer-facing position combines expertise in technology, business consulting, relationship management, and customer advocacy. You will collaborate with sales, engineering, professional services, product teams, and support to facilitate product adoption, meet customers' business goals, and cultivate long-term partnerships.

Key Responsibilities

• Develop and nurture relationships with assigned enterprise clients to boost adoption, retention, and long-term success.
• Serve as a trusted advisor to customers, highlighting ongoing value from Incorta products and services.
• Lead technical sessions to collaboratively design solutions using the Incorta Designer Desktop for potential users.
• Provide hands-on training through enablement sessions to empower customers with product knowledge.
• Work proactively with customers to define and achieve key performance indicators and critical goals.
• Represent customer interests internally with a diplomatic, level-headed approach to address issues and needs.
• Keep current with Incorta solutions and adhere to company processes and procedures.
• Act as the main liaison and escalation point for customers, directing them promptly to additional resources and support.
• Monitor customer engagement to detect churn risks and proactively address them via targeted outreach while identifying upsell opportunities as appropriate.
• Coordinate with marketing to generate customer references, case studies, and testimonials.
• Gather and relay customer feedback and industry trends to drive product improvements and align business strategies.
• Collaborate closely with internal teams to handle escalations and resolve critical client issues efficiently.

Qualifications and Experience

• Minimum of 4 years’ experience in technical implementations or sales engineering roles.
• Saudi nationality required.
• Experience in SaaS or software solutions is highly desirable.
• Willingness and ability to travel up to 50% as required by business needs.
• Proven capability in setting long-term goals and steering projects, teams, and processes towards success.
• Strong problem-solving skills with sound judgment for decision-making.
• Adaptability to thrive under a dynamic and fast-evolving industry environment.
• Capacity to manage multiple responsibilities calmly and effectively.
• Openness to seek assistance when needed.
• Excellent verbal and written communication skills, complemented by superior presentation abilities.
• Strong analytical and problem-solving aptitude, particularly relevant in large data environments.
• Familiarity with CRM and customer success software tools, such as Salesforce.
• Fluency in both Arabic and English languages.

Diversity and Inclusion

Incorta is committed to providing equal employment opportunities to all individuals, prohibiting discrimination or harassment on any protected grounds in compliance with applicable federal, state, and local laws.