Job description
The Customer Excellence Manager will lead the post-sale customer services function, ensuring exceptional support and maintenance services for our clients. This role is pivotal in fostering long-term client relationships, enhancing customer satisfaction, and driving continuous improvement in service delivery.
Client Details
Digital transformation solutions provider for industrial operations, helping manufacturers improve efficiency, safety, and decision-making through real-time data, automation, and integrated software tools.
Description
Service Delivery & Maintenance Operations:
Lead and oversee the delivery of technical support and maintenance services.Supervise a team of engineers and service professionals, ensuring high service standards.Develop and maintain proactive maintenance schedules to reduce client downtime.Work closely with clients to tailor support based on their operational needs.
Quality Assurance & Process Optimization:
Monitor performance metrics and implement continuous improvement initiatives.Conduct service review meetings with clients to gather feedback and refine offerings.Introduce best practices to elevate the overall quality of service.
Team Management & Development:
Hire, train, and coach customer service staff.Lead performance management and professional development efforts.Foster a collaborative, customer-focused team culture.
Client Engagement & Retention:
Act as the primary point of contact for post-sale client issues.Build trusted relationships with key stakeholders.Anticipate and resolve client concerns to support retention.
Data Management & Reporting Tools:
Maintain accurate documentation of client interactions and service activities.Provide regular reports on service delivery and customer satisfaction.Use CRM and service platforms to monitor progress and track KPIs.
Profile
Bachelor's degree in Engineering or a related discipline.10+ years of experience in customer service or maintenance management within a digital, technical, or industrial environment.Strong team leadership and communication skills.Proficient in CRM and maintenance software.Fluent in English; Arabic is strongly preferred.
Job Offer
Opportunities for professional growth within a stable and established organisation.A collaborative and supportive work environment in Dammam.The chance to make a meaningful impact on customer service operations.
If you are passionate about delivering excellence in the industrial/manufacturing sector, we encourage you to apply for this exciting opportunity in Dammam.
