Customer Success

Company Description

Cloud11 is a technology services company that supports businesses with their cloud strategy, implementation, and integration through top-notch cloud experts and certified engineers.

Since 2011, Cloud11 has transformed hundreds of businesses from traditional environments to more efficient cloud-based workspaces. Cloud11 is proud to be a Google Cloud Partner and Salesforce.com partner, positioning Cloud 11 as one of the leading cloud services companies in the MENA Region.

Cloud11 is headquartered in Cairo, Egypt with regional offices throughout the MENA region including UAE, Saudi Arabia, and Qatar.

Job Description

Your Career:

As a key member Cloud11  team, you will help with customer success strategies, build strong relationships with customers, and collaborate with cross-functional leaders internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant digital or advertising client experience and a demonstrated record of analyzing and optimizing campaigns.

Your Impact:

• Own overall relationship with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.

• Maintain and develop customer success strategies and best practices.

• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

• Maintain existing customer success metrics and data as directed.

• Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals.

• Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.

• Collaborate, problem-solving, and/or strategize upcoming client meetings with team members.

• Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns; analyze trends to identify areas of improvement.

• Work with the sales and marketing team to drill customer references and develop case studies.​​​​

Qualifications

•  
• 3-5 years of experience in communications, marketing, sales, account management, or customer success.
• Excellent English. 
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset.
• Comfortable working across multiple departments in a deadline-driven environment.
• Active team player, self-starter, and multitasker who can quickly adjust priorities​​​​​​.
•  

Additional Information

Plus:

• Good knowledge of Google Workspace and Salesforce.