Specialist, Customer Success

The Customer Success Specialist is responsible for managing assigned customer accounts and ensuring the delivery of an outstanding customer experience throughout the customer lifecycle. The role serves as the main point of contact between customers and Starlink, working closely with Operations, Warehousing, Transportation, Finance, and Commercial teams to ensure service excellence, operational efficiency, and customer satisfaction.

• Customer Relationship Management: Serve as the primary point of contact for assigned customer accounts.
• Customer Relationship Management: Build strong, long‑term relationships with customers.
• Customer Relationship Management: Understand customer business requirements and operational needs.
• Customer Relationship Management: Maintain regular communication with customers and provide timely updates.
• Customer Relationship Management: Conduct customer meetings and business reviews.
• Customer Experience Management: Deliver a high standard of customer service across all interactions.
• Customer Experience Management: Monitor customer satisfaction and identify opportunities for improvement.
• Customer Experience Management: Manage customer expectations through proactive communication.
• Customer Experience Management: Support customer onboarding and implementation activities.
• Customer Experience Management: Develop action plans to improve customer experience and account performance.
• Operational Coordination: Coordinate daily with Warehouse, Transportation, Operations, Finance, and Commercial teams.
• Operational Coordination: Follow up on inbound/outbound inventory, transportation, and delivery activities.
• Operational Coordination: Ensure customer requests are completed within agreed timelines.
• Operational Coordination: Track operational issues until full resolution, escalating critical issues when necessary.
• SLA Performance Management: Monitor customer KPIs and contractual Service Level Agreements (SLAs).
• SLA Performance Management: Track operational performance and compliance.
• SLA Performance Management: Investigate SLA breaches and coordinate corrective actions.
• SLA Performance Management: Maintain customer performance scorecards.
• Complaint & Escalation Management: Manage customer complaints and escalations from receipt to closure.
• Complaint & Escalation Management: Coordinate investigations with internal departments.
• Complaint & Escalation Management: Perform root‑cause analysis and ensure corrective actions are implemented.
• Complaint & Escalation Management: Keep customers informed throughout the resolution process.
• Complaint & Escalation Management: Maintain accurate escalation records.
• Reporting & Business Reviews: Prepare weekly and monthly customer performance reports.
• Reporting & Business Reviews: Develop customer dashboards and KPI summaries.
• Reporting & Business Reviews: Support Quarterly Business Reviews (QBRs).
• Reporting & Business Reviews: Monitor customer health and identify retention risks.
• Reporting & Business Reviews: Maintain customer action logs and follow up until completion.
• Financial & Commercial Support: Coordinate invoice‑related inquiries with Finance.
• Financial & Commercial Support: Support billing validation and operational charge verification.
• Financial & Commercial Support: Monitor manual trackers for overtime, additional charges, and customer‑specific operational costs.
• Financial & Commercial Support: Help identify missed billable services and revenue opportunities.
• Financial & Commercial Support: Support collection activities when required.
• Financial & Commercial Support: Identify opportunities for additional services and refer them to the Commercial team.
• Continuous Improvement: Identify trends, service gaps, and improvement opportunities.
• Continuous Improvement: Recommend process improvements to enhance customer satisfaction.
• Continuous Improvement: Support digital transformation and automation initiatives within the Customer Experience department.
• Continuous Improvement: Share customer feedback with internal stakeholders to improve service delivery.

Bachelor's degree in Business Administration, Supply Chain, Logistics, Customer Experience, or a related field. 1–2years of experience in Customer Success, Customer Experience, Key Account Management, Logistics, Supply Chain, or FMCG. Experience with in a 3PL or logistics environment is preferred. Fluency in English (written and spoken) is mandatory. Arabic language skills are an advantage.