Customer Success Consultant

About Berlitz Saudi Arabia

Berlitz Saudi Arabia is a leading provider of corporate training solutions, dedicated to enhancing employee language proficiency and professional competencies through tailored programs. As part of the globally recognized Berlitz network, we empower organizations in Saudi Arabia to achieve superior business performance and foster seamless international collaboration. Our dynamic, client-centric environment offers professionals the opportunity to drive measurable impact and contribute to the growth of businesses across the region. We uphold a culture of excellence, continuous learning, and service dedication, ensuring every client engagement delivers tangible results.

Role Overview

The Customer Success Consultant plays a pivotal role in ensuring clients achieve their learning objectives through Berlitz Saudi Arabia’s corporate training programs. This is a contract-based, on-site position located in Riyadh, where you will serve as the primary liaison between clients and our training solutions. Your responsibilities will encompass a wide range of customer-centric activities, including onboarding new clients, conducting thorough needs assessments, and aligning Berlitz programs with their strategic goals. You will monitor program performance, analyze participation metrics, and proactively address challenges to enhance client satisfaction, retention, and loyalty. The role demands a proactive approach to stakeholder communication, providing regular progress updates, and recommending program adjustments to maximize training impact. Collaboration with internal teams is essential to coordinate schedules, allocate resources, and deliver a seamless customer experience.

Key Responsibilities

• Client Onboarding & Needs Assessment: Lead the onboarding process for new clients, conducting detailed consultations to understand their training requirements and aligning Berlitz solutions with their business objectives.
• Program Monitoring & Performance Analysis: Track and evaluate program participation, engagement metrics, and learning outcomes to ensure clients meet their goals. Identify trends and areas for improvement to enhance program effectiveness.
• Stakeholder Communication: Serve as the primary point of contact for key stakeholders, delivering timely updates, addressing concerns, and fostering long-term client relationships through exceptional service.
• Issue Resolution & Proactive Support: Anticipate and resolve potential challenges that may impact client satisfaction, implementing corrective actions to maintain high retention and loyalty rates.
• Internal Collaboration: Work closely with cross-functional teams, including sales, training delivery, and support staff, to ensure seamless program execution and resource alignment.
• Data-Driven Recommendations: Utilize analytical skills to interpret program data, generate insights, and propose actionable improvements to optimize training outcomes.

Qualifications & Skills

To excel in this role, candidates must meet the following criteria:

• Education: A relevant undergraduate degree or tertiary qualification in a related field.
• Experience: Minimum of 2 years in sales, marketing, or a customer-facing role, with a proven track record in client engagement and satisfaction.
• Language Proficiency: Exceptional oral and written communication skills in English (minimum Berlitz Level 5) and native fluency in Arabic.
• Technical Skills: Proficiency in Microsoft Office applications, with strong analytical capabilities to interpret data and generate actionable insights.
• Soft Skills: Exceptional customer engagement, relationship-building, and communication skills, with the ability to interact effectively with stakeholders at all levels. Strong account management skills, including the ability to manage multiple clients, prioritize tasks, and ensure timely follow-up.
• Industry Knowledge: Prior experience in corporate training, education services, or customer success roles is highly advantageous.
• Location & Adaptability: Ability to work on-site in Jeddah, manage a dynamic workload, and adapt to evolving client requirements.
• Preferred Qualifications: A Bachelor’s degree in Business, Education, Communications, or a related field, along with proficiency in English and Arabic.