Senior Customer Success Specialist

We're Hiring: Senior Customer Success SpecialistLocation: United Arab Emirates (Remote)Employment Type: Full-TimeExperience Level: Mid-Level to SeniorWork Arrangement: Fully RemoteAbout UsWe are a construction-focused organization committed to delivering complex projects through disciplined contract management, operational excellence, customer relationship management, and collaborative project delivery. Our distributed teams collaborate across Project Management, Construction, Engineering, Procurement, Commercial, Legal, Finance, Human Resources, Design, Quality, HSE, Consultants, Contractors, Suppliers, Logistics, Administration, Information Technology, and Executive Leadership to strengthen customer relationships, improve service adoption, support long-term partnerships, and ensure successful project outcomes. The RoleWe are seeking an experienced Senior Customer Success Specialist to lead customer engagement initiatives, strengthen long-term relationships, improve customer satisfaction, and ensure customers achieve their intended business outcomes through the organization's services and solutions. The ideal candidate will bring strong expertise in customer success management, relationship development, account coordination, service delivery, customer retention, performance analysis, and proactive issue resolution. This role will focus on understanding customer objectives, monitoring service performance, identifying improvement opportunities, coordinating cross-functional support, and developing strategies that enhance customer value throughout the relationship lifecycle. The Senior Customer Success Specialist will collaborate with project managers, commercial teams, technical specialists, consultants, contractors, suppliers, and internal stakeholders to improve customer outcomes, strengthen retention, identify growth opportunities, and maintain high service standards in accordance with applicable United Arab Emirates laws and regulations.

Key Responsibilities
Develop and maintain strong, long-term relationships with customers, client representatives, and key stakeholders. Serve as a primary point of contact for customer success matters, service adoption, account coordination, and ongoing engagement. Understand customer business objectives, operational priorities, project requirements, and expected outcomes. Develop customer success plans aligned with individual customer goals, contractual commitments, and organizational capabilities. Establish clear success criteria, measurable outcomes, engagement milestones, and performance indicators for assigned customers. Coordinate customer onboarding activities to ensure a smooth transition from agreement execution to active service delivery. Introduce customers to relevant services, processes, communication channels, reporting tools, and support resources. Ensure customers understand service scope, responsibilities, deliverables, timelines, and available support arrangements. Monitor customer progress against agreed success plans and identify potential barriers to achieving desired outcomes. Conduct regular customer check-ins, account reviews, service assessments, and strategic relationship meetings. Prepare customer success reviews highlighting achievements, performance trends, outstanding concerns, and improvement opportunities. Proactively identify customer needs and address potential issues before they affect satisfaction or service continuity. Monitor customer engagement, service utilization, satisfaction indicators, and overall relationship health. Maintain customer health assessments using relevant qualitative feedback and quantitative performance data. Identify warning signs of customer dissatisfaction, declining engagement, unresolved service concerns, or potential relationship risks. Develop and coordinate action plans to address customer health concerns and improve relationship stability. Work with project managers and operational teams to ensure service delivery aligns with customer expectations. Coordinate with construction and engineering teams to clarify project requirements, technical issues, delivery progress, and operational constraints. Liaise with procurement and logistics teams to address customer concerns involving material availability, supplier coordination, and delivery schedules. Collaborate with commercial and contract management teams to clarify service scope, contractual commitments, change requests, and renewal requirements. Coordinate with technical support and information technology teams to resolve system-related issues affecting customer experience. Ensure customer requests are assigned to appropriate owners and tracked through resolution. Manage escalated customer concerns with professionalism, urgency, and a solution-oriented approach. Investigate recurring customer issues and coordinate root cause analysis with relevant departments. Ensure corrective actions are documented, implemented, and reviewed fo