Manager, Client Success - Middle East and Africa

Blackline Safety; Abu Dhabi; On-site; AED 300,000 - 500,000; Full time

Job summary

Blackline Safety seeks a Manager, Client Success to drive client goals, product utilization and retention, and oversee a team of 5–8 Client Success Managers in Abu Dhabi.

You will partner with cross-functional teams, coach the CS team, ensure renewal of service contracts, monitor KPIs and report to the VP of Client Success. The role emphasizes ongoing product expertise and process improvements for existing and future clients.

Qualifications

• Post-Secondary education or equivalent certification in a business-related field is an asset.
• Minimum 2 years' leading a customer-facing customer support team.
• Proven track record of leading and energizing a group to be successful and meet targets.
• Ability to drive results in an ever-changing environment.
• Ability to identify meaningful metrics for reporting and analysis of operational issues.
• Clear communication, both written and verbal with strong interpersonal skills.

Responsibilities

• Oversee day-to-day operations of a Client Success team of 5-8 Managers and drive strategic initiatives.
• Coach and mentor Managers to ensure development of strategic customer account plans.
• Oversee retention of our customer base with continuous coaching of the team.
• Oversee renewal of customer service contracts and ensure completion of renewal quotes.
• Apply sales methodologies to create and close opportunities for account expansion.
• Report on KPIs to Management and monitor deployment across local and international teams.

Skills

Team leadership

Customer success

KPI reporting

Cross-functional collaboration

Communication

Education

Post-secondary education

Job description

Reporting to the Vice President Client Success the Manager Client Success plays a key role in driving client goals product utilization retention efforts of our clients and the oversight of our Client Success Managers This role will lead the day-to-day operations of a Client Success team of 5-8 Client Success Managers and drive the strategic initiatives to support the overall goals of the department and the organization This role will require daily support not only for clients but also cross-functionally with all internal teams within the organization to ensure continued growth within existing clients and future clients

Key Responsibilities

• Working in collaboration with the Vice President Client Success building leading and mentoring the Client Success team by ensuring the team remains objective and results driven
• Oversee the retention of our customer base with the continuous coaching of our Client Success Managers
• Oversee the renewal of customers service contracts through the oversite of renewal quotes and ensure our Client Success team follows through to completion
• Oversee the application of sales methodologies to create manage and close opportunities for account expansion to increase revenue from existing accounts
• Identify areas of development within the Client Success Managers and ensure that the team remains world-class
• Coach and mentor Client Success Managers to ensure the successful development of strategic customer account plans
• Ensure Client Success Managers maintain currency in Blackline Safety products and become product experts in all Blackline products and services
• Work with the Client Success Managers to escalated internal and external concerns by ensuring that all resources used maintain customer satisfaction
• Ensure that Client Success Managers are providing feedback to product management teams on long-term trends that may affect customer satisfaction or retention
• Report on KPIs to Management
• Monitor work schedules for the team to ensure they meet deployment demands both locally and internationally recommending adjustments as required
• Aid in documenting procedures establish training
• Actively looks for ways to improve process efficiencies and effectiveness
• Other duties as assigned

About You

• Post-Secondary education or equivalent certification in a business-related field is an asset
• Minimum 2 years' leading a customer-facing customer support team
• Proven track record of leading and energizing a group to be successful and meet targets
• Ability to drive results in an ever-changing environment
• Ability to identify meaningful metrics for reporting and analysis of operational issues
• Clear communication, both written and verbal with strong interpersonal skills