Customer Growth Associate

What Success Looks Like in the First 12 Months

• Assigned accounts are running through their onboarding checklist and reaching active usage within the expected timeframe, not just provisioned.
• Support tickets and adoption issues on your accounts are logged, tracked, and resolved or escalated within agreed timelines.
• You're independently running standard customer touchpoints per the CS playbook, with your manager only pulled in for exceptions.

Key Responsibilities

1. Account Support & Advocacy
   • Support assigned hospital accounts through onboarding, adoption, and steady-state usage. Capture customer requirements and pain points and pass them to your manager or the relevant internal team. Follow the CS playbook for standard account management activities.
2. Customer Satisfaction
   • Help maintain strong CSAT/NPS on your accounts by responding promptly to routine issues and flagging anything that needs senior attention.
3. Product Adoption Support
   • Track usage patterns on your accounts and flag drops in adoption. Support training sessions, walkthroughs, and webinars to help clinicians and hospital staff get comfortable with the product. Proactively follow up with low/non-users, understand barriers, retrain where required and drive sustained adoption.
4. On-ground Implementation & Training:
   • Be physically present at hospitals during onboarding/go-live, train clinicians and staff, conduct floor-walking/at-elbow support, onboard new users and drive them from training to actual usage.
5. Post-Go-Live Account Management
   • Track support tickets and recurring issues for your accounts. Run regular check-ins per the playbook. Escalate technical issues you can't resolve directly to Support or Engineering with clear, reproducible detail.
6. Value Tracking
   • Help track usage and outcome data for your accounts and contribute input toward value summaries and case studies your manager builds with the customer.
7. Knowledge Sharing
   • Participate in internal knowledge-sharing sessions and contribute learnings from your accounts to the team's best practices.
8. References & Testimonials
   • Where accounts are strong, help facilitate testimonials and reviews, coordinated through your manager.
9. Churn Risk Flagging
   • Watch for early signs of account unhappiness (usage drop, unresolved complaints, disengaged stakeholders) and flag them to your manager promptly — you are not expected to independently run churn recovery.
10. Growth/Business Support

• Identify potential upsell/cross-sell signals on your accounts and log them for your manager and the Sales team to act on. Support demos, POCs and new customer engagements when required, identify opportunities within existing accounts, and support the team with account expansion.

11. Relationship Building

• Build working relationships with day-to-day users and hospital IT/clinical staff on your accounts. Senior stakeholder relationships (CIOs, CMIOs, hospital leadership) are owned by your manager — you support, not lead, those conversations.

• 2-3 years of experience in customer success, account management, or a client-facing role — health-tech or healthcare experience is a plus, not required
• Bachelor's degree in any field
• Fluent in Arabic and English (spoken and written) — this role requires day-to-day communication with hospital staff and clinicians across Saudi Arabia
• Good communication and interpersonal skills; comfortable being the point of contact for customer issues within a defined scope
• Organized and detail-oriented; able to manage multiple accounts and follow a structured playbook