Job summary
We are hiring a Client Success Manager to join our growing team based out of UAE. This role will be directly responsible for the retention of the customer base in the region, within an assigned book of business, and will work directly with customers, distribution partners and other stakeholders, communicate with them proactively and resolve issues to ensure they are getting the most out of their investment in Blackline Safety products and services.
Responsibilities
- Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
- Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
- Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
- Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
- Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
- Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
- Develop customer account plans in partnership with other Blackline teams and distribution partners
- Work as an ambassador to help clients realize the full benefit of available Blackline products and services
- Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned
Qualifications
- Post-secondary degree in business, marketing and/or technical field is an asset
- Knowledge of Middle East cultures, proficient in Arabic language, and with a track record of achievement in the region
- Minimum 3 years in Enterprise B2B sales, account management or related role with a SAAS or subscription renewal element
- Background in gas detection or comparable industry experience desirable, with oil and gas vertical experience an asset
- Fluent in English, and experience working in an international business environment
- Proficient with MS Excel and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application
- Functional in using MS Office and other corporate administration tools
- Excellent customer service skills, a desire to understand each customer's needs, and help find the right solution for them.
- Clear communication, both written and verbal with strong interpersonal skills
- Proven experience managing customer relationships and identifying business opportunities
- Ability to travel up to 25%
