Customer Success Operations Lead

FlyAkeed is an innovative platform dedicated to redefining the travel booking experience, helping customers easily book flights and hotels. Located in Riyadh, Saudi Arabia, we pride ourselves on providing exceptional service and support to our users.

As a Customer Success Operations Lead, you will play a critical role in optimizing the processes and tools that enhance our customer success initiatives. Your main aim will be to ensure our customers derive maximum value from our services, leading to improved retention and satisfaction rates. You'll work closely with the Customer Success team to identify opportunities for process improvement, analyze key performance metrics, and implement best practices.

Key Responsibilities

• Develop and refine customer success operations processes to enhance the team's efficiency and effectiveness.
• Analyze customer data to identify trends and insights that can inform strategies for improving customer satisfaction and retention.
• Collaborate with cross-functional teams to implement tools and technology that support customer success initiatives.
• Establish and monitor key performance indicators (KPIs) to assess the performance of the Customer Success team.
• Facilitate communication and collaboration between the Customer Success team and other departments, such as Sales and Product.
• Deliver training and best practices to the Customer Success team to enhance their performance.
• Utilize customer feedback to recommend process updates and improvements, ensuring the best customer experience possible.

• Bachelor's degree in Business, Operations Management, or a related field.
• 5+ years of experience in customer success, operations, or related roles with a focus on process improvement.
• Proven experience with customer relationship management (CRM) software and customer success tools.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Excellent communication and interpersonal skills for effective collaboration across teams.
• Ability to manage multiple projects with varying priorities in a fast-paced environment.
• Strong problem-solving skills and a proactive approach to identifying challenges and implementing solutions.
• Passion for ensuring exceptional customer experiences and improving customer outcomes.