Client Success Manager

Company Background:

zenda is an education focused fintech company. As a fintech partner to the school/educational institution, we aim to rebuild financial services customized to the unique needs of the sector, eventually simplifying payments for Schools / Institutions & parents alike.

Our proposition for schools is to help them to bring all their school payments in one place, by enhancing collections, follow-ups & reconciliations via automations. We help schools to go fully digital for payments along with offering flexibility to parents to pay in parts or through custom plans, while school gets its money on-time. We aim to empower -> anywhere, anytime payments.

Within 24 months of launch, we are now the largest player in the UAE with close to 20% market share in the K-12 segment. We are very grateful for the trust that parents and schools have shown, & for helping to scale zenda.

More than 350 schools are already actively using zenda across three countries, including some of the highly prestigious and marquee brands in each country. Our aspiration is to be the leading player in the GCC over the coming 12-24 months.

We are expanding our teams aggressively across all functions in the UAE and India, and are looking for talent that has the entrepreneurial mindset and the passion to create disruptive solutions. Interested to join us? Please apply on the link below.

Key Responsibilities:

1. Own overall relationship with clients, which includes managing on-boarding, implementation, training, increasing adoption & ensuring retention.
2. Serve as day-to-day contact for clients, build trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
3. Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.
4. Drive resolution of issues escalated by clients and ensure high levels of client satisfaction.
5. Communicate effectively with both internal & external stakeholders to understand client needs, maximize retention and growth, and communicate learnings.
6. Collaborate, problem-solve, and/or strategize upcoming client meetings with internal team members.
7. Gather, analyze, and own CS metrics & data as directed, for assigned key accounts.

Requirements:

1. 5+ years of experience in key account management or client-facing roles.
2. Strong verbal and written communication skills.
3. Analytical and process-oriented mindset.
4. Technical competence and understanding of SaaS preferred.
5. Passionate about business results and quality, with a strong sense of accountability and ownership.
6. Strong ability to problem solve and passion to learn.
7. Startup experience, while not mandatory, is a plus.
8. Language proficiency in Arabic is required.