Customer Success Support Manger

Overview

WHO WE ARE:

Beyondsoft is a leading mid-sized business IT and consulting company that combines modern technologies and proven methodologies to tailor solutions that move your business forward.Our global head office is based in Singapore, and our team is made up of a diversely talented team of experts who thrive on innovation and pushing the bounds of technology to solve our customers’ most pressing challenges.When it comes time to deliver, we set our sights on that sweet spot where brilliance, emerging technologies, best practices, and accountability converge. We have a global presence spanning four continents (North America, South America, Europe, and Asia). Our global network of talent and customer-centric engagement model enables us to provide top-quality services on an unprecedented scale.

WHAT WE’RE ABOUT:

We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.

Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to https://www.beyondsoft.com/diversity/.

Responsibilities

POSITION SUMMARY:

We are looking for an experienced Customer Success Support Manger for Saudi Arabia. As a core member of the project team, you will work closely with the Customer Success Manager (CSM) to provide front-line on-site support. Your primary responsibility is to ensure adoption of our products and solutions, respond to and resolve various technical and product issues in daily operations, act as a key bridge between the customer and internal technical teams, and deliver excellent service value.

WHAT YOU WILL BE DOING:

• Act as the primary technical contact on-site, responsible for receiving, responding to, and initially diagnosing issues reported by customers through various channels.
• Accurately judge issue types and priorities, create and maintain issue logs in internal systems, and coordinate with back-end teams until full resolution.
• Establish and maintain good working relationships with the customer's IT and business teams, regularly communicate on issues status, and manage expectations.
• Summarize common customer issues and solutions, write technical documents, and conduct small-scale product training for customers.
• Proactively identify potential customer relationship risks, product usage obstacles, or service instability factors, and report them to the CSM and project team timely.

Qualifications

MINIMUM QUALIFICATIONS:

• 3-5 years of relevant IT work experience, with a background as a TAM, SA, Technical Support Engineer, or CSM in enterprise software, cloud computing, or SaaS companies.
• Solid technical foundation, familiar with Linux/Windows OS, networking (TCP/IP, HTTP, DNS), common troubleshooting tools, and understanding of cloud computing.
• Excellent verbal and written communication skills to convey information to diverse teams, with strong service awareness and empathy.
• Clear logical thinking, strong analytical skills, able to remain calm under pressure and drive the resolution of complex issues.
• Native Mandarin speaker level, used for highly efficient internal team collaboration.
• Fluent in spoken and written English, capable of participating in technical communication and reading/writing technical documents.
• On-site resident support at customer site; short-term business travel may be required
• Able to accept 7x24 on-call schedules, responding quickly to urgent customer needs.
• Respect and understand local Saudi laws, regulations, business culture, and social customs
• Possess a high awareness of data security and privacy protection, strictly complying with company and customer data regulations

PREFERRED QUALIFICATIONS:

• Basic conversation skills in Arabic

Beyondsoft provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type with regards to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and the full employee lifecycle up through and including termination.