Specialist - Relationship Management

3 months ago

Abu Dhabi, United Arab Emirates Abu Dhabi Global Market (ADGM) Full time

Relationship Management

Under Market Development sector, CR&M is responsible to ensure a seamless customer journey and to create a customer centric organisation to ensure ADGM meets its growth ambitions. 

CR&M divison has 4  teams, namely:

  • Onboarding
  • Relationship management
  • Analytics & Continous Improvement
  • Customer Contact Centre

Under the Relationship Management team, the incumbent shall be responsible for helping customers by effectively managing their queries, supporting their specific needs and achieving desired levels of satisfaction by providing regular updates. 

This role involves interacting with existing customers to develop relationships that promote retention and growth post onboarding of clients in ADGM. Additionally, as the SPOC for customers, the specialist will proactively engage them in upsell activities and engage in retention engagement. This role will require to follow up with customers on various operational matters such as financial statement submissions, renewals etc.

Responsible for developing the customer relationships that promote retention and growth. Specifically; Establishing clear goals and objectives in relation to customer retention and growth

  • Supporting customer on their specific needs and achieve desired level of satisfaction by providing insights and updates
  • Act as a liaison between clients and the ADGM ecosystem ensuring that all communication is clear and timely
  • SPOC to support customers in upselling activities (upgrade license, adding activities etc.)
  • Execution of customer retention strategies (for cos. intending to deregister)
  • Collaborate with Marcoms and Business Development on events and initiatives
  • Act as a primary point of contact for customers providing timely and effective support to meet their specific needs and ensure their satisfaction. 
  • Proactively identifying and resolving customer complaints, queries as well as offering value-added upsell activities. 
  • Contribute to increase of customer engagement and reduce the risk of customer churn. 
  • Continue to learn and analyse the customer feedback and provide inputs to improve the services.

Generic Accountabilities

Information Security related 

  • Understand, adopt, adhere and practice responsibilities or controls as per ADGM Information Security policy and as per best practices explained in the induction and awareness sessions. 
  • Confidentiality, Integrity and availability of the ADGM Information shall be maintained at all times i.e. within as well as outside ADGM.  

Education:

  • Bachelor’s degree or equivalent

Work Experience

  • 4-6+ years of relevant experience in Customer Success Management and relationship management

Skills Needed:

  • Excellent written and verbal communication skills
  • Experience in addressing key- customer needs
  • Proficient with a CRM platform
  • Ability to analyze customer data and feedback to identify opportunities for improvement

Ability to manage multiple priorities and work in a fast-paced environment

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