Riyadh, Saudi Arabia
• Focus on helping our customers learn and effectively use Foodics to achieve their business objectives. • Responsible for customer success metrics and satisfaction. • Work with enterprise customers to develop their unique success plan that outlines how Foodics will be addressing their critical business needs. • Build deep expertise in our solutions which includes training and demos of our products. • Maintain high levels of customer engagement and satisfaction during the customer’s journey with a focus on customer dedication and loyalty. • Work alongside the head of Customer Success to develop best practices for customer onboarding and enablement for enterprise clients. • Partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers. • Work closely with Foodics development team to ensure that customer enhancements/requests are being addressed.
• Reply to customers’ tickets and provide help within Softwex scope. • Reply to inquires emails. • Monitor Facebook page and reply to messages. • Raise tickets to customers based on Softwex’s Service Provider notifications. • Routine monitoring for hosted sites to look for terms of services violations or any other abnormal activities.
• Resolved technical queries and usage problems, ensuring that the service delivered is consistently efficient, prompt and professional. • Provided first line technical support for all devices including laptops and mobile phones. • Set up system access and maintained access rights. • Ensured new systems and changes to existing systems were designed, developed, deployed and managed in accordance with priorities and business requirements. • Developed and Deployed IT, Telecom and Software assets management tools and processes. • Trained Engineers and employees on network and software systems to be up to date with IT Standards. • Designed, implemented and supported the operations of the new company network for 80+ employees and engineers.