Customer Success Specialist

📢 Arpatech is looking for Customer Success Specialists for it's Karachi Office

💡 Responsibilities:
· Develop a strong understanding of company’s service offering for each customer and proactively assist in developing SOWs covering all aspects of contract.
· Oversee client management strategies to nurture and grow existing accounts.
· Lead Client Success functions to ensure high levels of customer satisfaction and loyalty, resulting in revenue growth and long-term partnerships.
· Coordinate with engineering teams to ensure smooth onboarding process.
· Acting as a point of contact between the client and the relevant departments, facilitating communication and ensuring that the client is kept informed of any issues or escalations.
· Effectively resolving any issues or problems that customers may encounter with relevant teams.
· Conduct NPS and customer survey on periodic basis, as defined in the SOPs.
· Lead MBR and QBR to bring improvement in any operational processes.
· Create weekly and monthly reports on client satisfaction issues, concerns, appreciations, risks and opportunities.
· Work with the finance team on monthly invoicing and rectify any issues or concerns.
· Help advocate for the customer during support incidents with communication back to the customer.
· Work with the senior management to coordinate strategies that support sales efforts and company-wide growth objectives. Ensure alignment between sales activities and other business functions.

👍 Qualification and Skills:
- Bachelor’s degree in Business, Marketing, Engineering, or related field; MBA preferred.
- A minimum of 6 years of account/client management and client success experience, with a proven track record of cross-selling, upselling and nurturing long-term relationships.
- In-depth knowledge of sales engineering practices and the ability to lead technical sales support teams.
- Excellent communication and interpersonal skills, with the capability to work closely with other executives and stakeholders across the organization.
- Strong analytical and strategic thinking skills, with the ability to develop comprehensive sales strategies that align with company objectives.

📩 Interested candidates are encouraged to apply with the title in the subject line on careers@arpatech.com