Client Success Manager

Internetwork Expert; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

Join a dynamic team at a leading technology company dedicated to ensuring worker safety. As a Client Success Manager, you will play a pivotal role in retaining and growing our customer base in the UAE. Your responsibilities will include managing account renewals, developing customer relationships, and identifying growth opportunities. This role offers a chance to work closely with clients, ensuring they maximize their investment in our innovative safety solutions. If you are passionate about customer success and thrive in a collaborative environment, this position is perfect for you!

Qualifications

• 3+ years in B2B sales or account management with a SaaS element.
• Proficient in Arabic and knowledgeable about Middle East cultures.

Responsibilities

• Renew customer service contracts and manage account negotiations.
• Establish professional relationships to ensure client retention.

Skills

Customer Relationship Management

Account Management

Sales Negotiation

Customer Service

Communication Skills

Problem Solving

Education

Post-secondary degree in business or marketing

Tools

MS Excel

Enterprise Resource Planning (ERP)

Customer Relationship Management (CRM)

MS Office

Job description

Our team at Blackline Safety is growing! As a people-driven technology company, with a mission to make sure every worker returns home safely, we drive innovation, practice resiliency, demonstrate leadership, go the extra mile for our customers, and empower our people to be their best.

Description

Blackline Safety is 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:

1. Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion.
2. Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter.
3. Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth.
4. Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results.
5. Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
6. 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.
7. Develop customer account plans in partnership with other Blackline teams and distribution partners.
8. Work as an ambassador to help clients realize the full benefit of available Blackline products and services.
9. Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
10. Actively look for ways to improve process efficiencies and effectiveness.
11. Other duties as assigned.

Qualifications:

1. Post-secondary degree in business, marketing and/or technical field is an asset.
2. Knowledge of Middle East cultures, proficient in Arabic language, and with a track record of achievement in the region.
3. Minimum 3 years in Enterprise B2B sales, account management or related role with a SAAS or subscription renewal element.
4. Background in gas detection or comparable industry experience desirable, with oil and gas vertical experience an asset.
5. Fluent in English, and experience working in an international business environment.
6. Proficient with MS Excel and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application.
7. Functional in using MS Office and other corporate administration tools.
8. Excellent customer service skills, a desire to understand each customer’s needs, and help find the right solution for them.
9. Clear communication, both written and verbal with strong interpersonal skills.
10. Proven experience managing customer relationships and identifying business opportunities.
11. Ability to travel up to 25%.

About Blackline Safety

Blackline Safety is a world leader in the development and manufacturing of wirelessly connected safety products. We offer the broadest and most complete portfolio available in the industry. Our products are designed to save lives and we monitor personnel working alone in populated areas, complex indoor facilities, and the remote reaches of our planet. Blackline’s products are used to keep people safe in the event of falls, missed check-ins, man-downs, and exposure to explosive or toxic gas. Our design, development, sales, marketing, support, and production are all performed in-house at our headquarters in Calgary, AB. Blackline Safety is a publicly traded company.

Blackline Safety is powered by the diversity of our talented employees. We are an equal opportunity employer. We consider all applicants, regardless of age, religion, race, color, ancestry, gender, gender identity or expression, disability, national origin, race, or sexual orientation. We enthusiastically encourage all individuals to apply for positions that fit their passions.

Disclaimer:

Please be advised that Blackline Safety does not request payment or personal financial information at any stage of the recruitment process. Be cautious of any unsolicited job offers or communications that appear suspicious.