Customer Success Director – MEA

Job Title: Customer Success Director – MEA

Location: Dhahran, Saudi Arabia or Dubai

Employment type: Full-time, Hybrid

Reporting to the Head of Customer Success Management directly and dotted line to the Region VP, the Customer Success Director Director owns the full lifecycle of ETAP's strategic enterprise customers across the Middle East and Africa — from pre-sales solution design and technical authority, through deployment, adoption, value realization, renewal, and account expansion. Throughout our customer journey, we aim to deliver best-in-class customer experience, and the Customer Success Director is the steward of this journey.

Her/His mission is to ensure Key Accounts customers in the region achieve success using our solutions.

Responsibilities:

This is a specific role focusing both on pre-sales as a Solution Architect and post-sales as a Customer Success Manager.

• Establish strong relationships with his portfolio of customers, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities
• Build and lead the regional Customer Success and Solutions Architecture activities across utilities, IPPs, mining, oil & gas, and major infrastructure customers
• Serves as ETAP's senior regional technical authority on ETAP Real-Time, SCADA/PMS integration, grid code compliance, and sustainability
• Act as bridge between ETAP's technical product depth and the commercial growth strategy in one of ETAP's fastest-growing regions, where utility-scale renewables, grid modernization, and industrial digitalization are reshaping demand
• Own the regional technical reference architecture for ETAP deployments
• Act as the senior technical authority for strategic accounts — approving solution designs, leading customer technical workshops
• Lead escalation resolution on complex technical implementations
• Partner with Product, R&D, and Engineering to translate regional voice-of-customer into roadmap priorities
• Understand the motivation, business drivers, strategic goals and desired business outcomes for his portfolio of large customers.
• Craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, adoption plans, timelines, communication.
• Work closely with Sales, Technical Support, Training, Product and R&D teams to ensure a best-in-class customer experience and take care of any customer issues.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth through increased product adoption and increased usage
• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout customer life cycle.
• Drive the Customer Success playbook for High Touch Segment.
• Facilitate Executive Business Reviews with decision makers and our executive sponsor, where we celebrate shared successes, and drive success plans.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Qualifications / Experience:

• Bachelor / Master: initial training in electrical engineering & training in business / marketing
• Fluent in English (written and oral)
• Minimum 8 years’ experience in electrical engineering in a customer-facing role, such as Customer Success, Customer Support or Sales Management
• Professional experience with electrical design and SCADA software; knowledge of ETAP is a plus