About the Role

The role leads and supports the Customer Success team to deliver a seamless, customer-focused experience. It oversees Level 2 enterprise support, manages escalations, and ensures timely, effective issue resolution. The position collaborates with internal teams to improve services, analyzes customer feedback, and drives initiatives that enhance satisfaction and loyalty, while ensuring compliance with ISMS, environmental, and OH&S requirements.

Responsibilities:

• Lead, manage, and mentor the Customer Success Account Managers, providing guidance, support, and performance feedback to drive a customer-first culture.

• Set departmental goals, objectives, and performance targets in alignment with company strategies, with a strong focus on enhancing customer satisfaction and loyalty.

• Oversee the provision of Level 2 support to enterprise customers, ensuring timely, empathetic, and effective resolution of technical issues that strengthens long-term customer relationships.

• Collaborate closely with Marketing, Sales, and Operations teams to address recurring customer challenges, align on customer experience initiatives, and proactively identify service improvements.

• Act as a key escalation point for critical customer issues, ensuring cross-functional coordination, ownership, and accountability until resolution is achieved.

• Monitor and track escalated issues, maintaining transparent and regular communication with customers and internal stakeholders to reinforce trust and reliability.

• Ensure the maintenance of accurate and detailed records of customer interactions, issues, and resolutions in the support ticketing system, enabling data-driven insights for customer experience enhancements.

• Partner with Marketing and Sales to capture customer feedback, analyze trends, and recommend initiatives that improve the overall service journey.

• Provide coaching, mentoring, and ongoing training to Customer Success Account Managers to strengthen not only their technical skills and product knowledge but also their customer engagement and communication capabilities.

• Champion a customer advocacy mindset, ensuring feedback loops are established and used to refine services and product offerings.

• Perform all responsibilities in compliance with the Information Security Management System (ISMS) policies and immediately report any information/physical security breaches or incidents.

• Adhere to environmental requirements as mandated by statutory bodies in Kuwait and Zain Group/Kuwait policies.

• Abide by occupational health and safety (OH&S) requirements, ensuring risks are minimized and compliance with OH&S standards is consistently maintained.

• Perform all the above-mentioned roles and responsibilities in compliance to the Information Security Management System (ISMS) policies and report any information/physical security breaches or incidents to the supervisor/manager immediately

• Be aware of, and adhere to, all environmental requirements as set by the statutory bodies in Kuwait, or by the published policies of Zain Group/Kuwait

• Zain abides by fulfilling the occupational health and safety certificate requirements that establishes and maintains an OH&S management system that eliminate hazards and minimizes OH&S risks (including system deficiencies), take advantage of OH&S opportunities

What We Need From You

Skills:

• Leadership & Team Coaching – Ability to guide, mentor, and develop Customer Success Account Managers.

• Customer Relationship Management – Strong communication, empathy, and stakeholder handling skills.

• Technical Support Knowledge – Understanding of Level 2 support processes and ticketing systems.

• Problem Solving & Escalation Handling – Skilled in resolving complex issues and managing critical cases.

• Cross-Functional Collaboration – Effective coordination with Marketing, Sales, and Operations.

• Data Analysis & Reporting – Ability to interpret customer trends and support continuous improvement.

• Organizational & Planning Skills – Setting targets, tracking performance, and driving service enhancements.

• Compliance Awareness – Knowledge of ISMS, environmental guidelines, and OH&S standards.

Preferred Skills

• Experience working with CRM/POS systems.

• Familiarity with data analysis techniques, tools, and dashboards for identifying trends and improvement areas.

Qualifications: Bachelors degree

Years of Experience: +4