Client Success Manager

3 weeks ago

Dubai, Dubai, United Arab Emirates WebCastle Technologies Full time

As the Manager - Client Success, you will be responsible for fostering strong client relationships, ensuring client satisfaction, and driving revenue growth through strategic engagement. You will play a pivotal role in retaining clients, identifying new opportunities for collaboration, and delivering a world-class experience that aligns with our company's values.

Key Responsibilities:

Client Success Leadership:

  • Serve as the primary point of contact for assigned clients, ensuring their goals are met through our solutions.
  • Lead client onboarding processes to set clear expectations and foster long-term partnerships.

Retention Strategies:

  • Design and execute strategies to minimize client churn and enhance loyalty.
  • Proactively address client concerns and challenges, delivering timely resolutions.

Revenue Growth:

  • Identify and pursue upselling and cross-selling opportunities that add value to client projects.
  • Collaborate with sales and technical teams to create tailored proposals that align with client needs.

Performance Monitoring and Reporting:

  • Track and analyze key client success metrics, including retention rates and revenue contributions.
  • Provide regular reports to senior management on client success outcomes and areas for improvement.
  • Coordinate with development, sales, and customer support teams to ensure seamless delivery of services.
  • Advocate for clients within the organization, driving improvements based on their feedback.

Market Insight and Strategy:

  • Stay informed about industry trends, competitor offerings, and emerging technologies.
  • Use market insights to recommend enhancements to company services and solutions.

Qualifications and Skills:

  • Bachelor's degree in Business, Marketing, or a related field.
  • Proven experience in client relationship management, ideally within the web and app development industry.
  • Strong understanding of client retention and revenue growth strategies.
  • Exceptional communication and negotiation skills.
  • Proficiency in CRM software and data analysis tools.
  • Ability to manage multiple clients and projects simultaneously.
  • Results-driven mindset with a passion for delivering exceptional client experiences.
  • Focus on Project Success and Client success.
  • Lead the team to achieve both company and client objectives.

The Role:

  • Developing and managing a portfolio of Key Accounts.
  • Achieving monthly sales targets by identifying and developing new customers.
  • Ensuring high levels of customer satisfaction as well as upsell and cross-sell potential within existing customers to maximise share of wallet.
  • Coordinating pre-sales and post-sales follow up.
  • Achieving and exceeding weekly and monthly KPIs.
  • Building strong and collaborative relationships with other internal stakeholders.
  • Monitoring market trends and providing regular competitor feedback.
  • Identifying opportunities for new business development through following up on leads and conducting research on target clients.
  • New business generation by meeting potential clients to understand needs and providing relevant solutions.
  • Managing the sales process to close new business opportunities.
  • Building strong relationships with the existing portfolio of clients.
  • Meeting and exceeding weekly and monthly activity and revenue targets.

Ideal Profile:

  • You have at least 1 year experience within a B2B Sales / Account Executive or B2C Sales role, ideally within the IT Services industry.
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You are highly goal driven and work well in fast paced environments.
  • You pay strong attention to detail and deliver work that is of a high standard.
  • You are a strong team player who can manage multiple stakeholders.

What's on Offer?

  • Work alongside & learn from best in class talent.
  • A role that offers a breadth of learning opportunities.
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