Customer Success Engineer

We are looking for a Customer Success Engineer to play a key role in delivering and optimizing platform-based bespoke solutions within a structured joint engagement model.

This position ensures that customer requirements are met through tailored solution delivery, proactive issue resolution, and strong collaboration across technical and business teams. The role serves as the primary liaison between platform operations and client stakeholders, driving satisfaction, performance, and continuous improvement.

• Operate under the direction of the Business Lead within the scope of the Platform’s Bespoke Solutions and joint engagement framework
• Act as the primary point of contact for all customer-related issues during service delivery, ensuring timely resolution through coordination with internal technical, operational, and support teams
• Prepare and manage proposals for bespoke customer engagements aligned with contractual, compliance, and delivery standards
• Oversee service delivery execution, establishing project controls to ensure initiatives are delivered on time, within scope, and within budget
• Adhere to quality and governance frameworks
• Provide regular reporting and updates to senior stakeholders on project progress, risks, and performance metrics
• Engage proactively with platform teams to ensure seamless communication and cross-functional collaboration
• Support continuous improvement initiatives by capturing lessons learned, optimizing workflows, and enhancing customer experience
• Excellent verbal and written English communication skills (Arabic is a strong advantage)
• Ability to present technical and business concepts to both technical and non-technical audiences

• Ability to understand customer needs, drive solution adoption, and ensure end-to-end satisfaction

• Strong interpersonal and stakeholder management skills
• Experience working across cross-functional and customer-facing teams

• Solid understanding of cloud platforms and digital solutions
• Knowledge of security and compliance controls (tenant isolation, encryption, vulnerability assessments, firewalls, SIEM)
• Familiarity with mission‑critical environments and resiliency best practices (disaster recovery, high availability)

• Proactive and resourceful in identifying technical and business challenges
• Able to work effectively in fast‑paced and evolving environments

• Skilled in planning, coordinating, and executing multiple concurrent engagements
• Strong documentation, reporting, and customer success planning abilities
• Experience collaborating with engineering, operations, product, and information security teams
• Ability to mentor and enable customer teams to maximize solution adoption and value realization

• Strong analytical skills to interpret feedback, usage data, and project metrics
• Ability to convert insights into actionable improvements
• Bachelor’s degree in Engineering, Computer Science, Information Technology, or related field (Master’s is an advantage)
• 4–5 years of experience in customer success, solution delivery, or project coordination within technology‑driven environments
• Experience in pre‑sales support, bespoke solution delivery, and stakeholder management
• Familiarity with structured engagement models, KPI reporting, and governance frameworks
• Strong technical foundation combined with customer engagement expertise

Project Management: Jira, Trello, Microsoft Project

Documentation: Confluence, SharePoint, Google Workspace

CRM: Salesforce, Hub Spot or equivalent

Data & Reporting: Advanced Microsoft Excel, Power BI (basic SQL is a plus)

• Clear and effective communicator
• Strong customer focus and problem‑solving ability
• Collaborative team player
• Excellent time management and adaptability
• Detail‑oriented and proactive in risk identification