Job Description

: Customer Success Manager

Location:

Doha, Qatar

Company Overview

ALM DataSystems (ALM) is a leading ICT and Systems Integration company in Qatar, delivering end-to-end solutions across Cloud, Cybersecurity, Digital Transformation, Networking, Datacenter, AV, and Managed Services. We help organizations adapt to the future with tailored technology solutions that convey impact and drive business growth.

Role Summary

The Customer Success Manager (CSM) is responsible for ensuring that ALM's clients achieve maximum value from our solutions and services. You will act as the primary relationship owner, driving client satisfaction, retention, renewals, and service expansion. The CSM will work closely with technical teams, project managers, sales, and support to ensure the customer journey is seamless and aligned with ALM's standards of excellence.

Key Responsibilities

Customer Relationship Management

Serve as the main point of contact for assigned enterprise and government clients. Build strong, long-term, trust-based relationships with key stakeholders. Conduct regular business reviews, check-ins, and client health assessments.

Service Delivery & Support Coordination

Ensure clients receive timely and high-quality service deliverables. Coordinate with project teams, support engineers, and vendors to resolve issues and track SLAs. Monitor service performance and proactively address potential service disruptions.

Customer Success & Value Realization

Understand client objectives and ensure ALM solutions meet business outcomes. Drive product/service adoption, utilization, and user onboarding. Identify opportunities to enhance client ROI across cloud, network, cybersecurity, and other ICT solutions.

Retention, Renewal & Growth

Manage contract renewals, SLA extensions, and upsell opportunities. Identify expansion opportunities and work with Sales to position new services or upgrades. Minimize churn and maintain strong customer health metrics.

Documentation & Reporting

Maintain accurate records of customer interactions, issues, and action items. Prepare customer performance reports, SLA dashboards, and review decks. Track KPIs such as NPS, response time, resolution time, satisfaction scores, and service quality.

Qualifications & Experience

Required

Bachelor's degree in IT, Computer Science, Business, or related field. 3-5 years of experience in Customer Success, Account Management, or Service Delivery within ICT or Systems Integration. Strong understanding of IT infrastructure, cloud, networking, cybersecurity, and managed services and CISCO products. Excellent communication, client-handling, and stakeholder management skills. Strong problem-solving ability and a customer-centric mindset. Proficiency in Microsoft Office, CRM systems, and customer success tools.

Preferred

Experience working with enterprise or government clients in the GCC region. Background in project coordination or service delivery. Certifications such as ITIL, Customer Success Management, or cloud vendor certifications (AWS/Azure). Arabic language skills (advantage).

Key Skills & Attributes

Customer-oriented with strong relationship-building abilities. Excellent presentation and negotiation skills. Ability to handle pressure and manage priorities effectively. Proactive, organized, and detail-oriented. Strong team player who collaborates effectively with technical and non-technical teams.
Job Type: Full-time