Customer Success Specialist

Customer Success Specialist

CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets. A shift into levering our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.

Job Description

CNS is seeking a highly motivated and service-oriented Customer Success Specialist to join our team for a long-term digital transformation engagement with a major government entity in the UAE. This role will be instrumental in ensuring the delivery of a world-class digital experience by actively monitoring, analyzing, and improving customer feedback channels across multiple digital platforms.

You will be part of a multidisciplinary team responsible for enhancing service quality, increasing customer satisfaction, and supporting data-driven decision-making to shape future digital strategies.

Duties & Responsibilities

• Monitor and analyze feedback from multiple customer experience channels, including:
• Web and mobile satisfaction tools
• Mystery shopper evaluations
• CRM feedback reports
• Survey platforms and user complaint portals
• Conduct daily analysis of feedback data to identify issues, trends, and user pain points.
• Collaborate closely with UX, IT, operations, and customer engagement teams to resolve escalated feedback issues and implement enhancements.
• Track and report on performance metrics such as customer happiness, complaint resolution, and engagement levels.
• Drive root cause analysis and suggest both short-term and long-term improvement actions.
• Prepare structured reports and dashboards that highlight gaps, solutions, and KPI progress.
• Facilitate knowledge sharing and internal training on feedback collection tools, reporting workflows, and corrective/preventive action processes.
• Support service improvement initiatives to align with government digital standards and customer satisfaction benchmarks.
• Coordinate action plans in response to feedback using platforms such as Jira, Figma, or other issue tracking systems.
• Assist in aligning service quality efforts with award criteria and regulatory compliance requirements.

Qualifications

Education: Bachelor's degree in public administration, Business, Communications, IT, or a related discipline.

Experience: 4+ years of experience in customer success, service quality, or public service improvement role.

Compliance with policies and procedures based on the ISO standards adopted by CNS.