Customer Service Agent jobs in United Arab Emirates

We are seeking an experienced Senior Account Manager to join our team, specializing in ICT and digital solutions. As a Senior Account Manager you will manage a portfolio of enterprise clients, helping them navigate a range of technologies, including cloud services, cybersecurity, data and digital solutions. You will be responsible for fostering long-term relationships, ensuring customer satisfaction, and driving revenue growth through both account management and consultative business development.

Responsibilities

Account Management:

• Serve as the primary point of contact for enterprise accounts, building deep relationships and understanding their strategic goals in areas such as cloud, cybersecurity, data, and digital solutions.
• Coordinate with internal teams to ensure smooth delivery of services.
• Conduct regular business reviews with clients, evaluating their technology usage, identifying new needs, and recommending solutions for growth and efficiency.
• Proactively manage contract renewals, ensuring clients continue to derive value from our solutions, leading to high retention rates.
• Identify and pursue opportunities to expand client utilization of various solutions.

ICT & Digital Solutions Expertise:

• Act as a trusted advisor, guiding clients through their broader ICT needs.
• Work with clients to tailor digital solutions to their specific business needs ensuring alignment with their strategic objectives.
• Collaborate with internal teams specializing in different ICT fields to provide seamless, integrated solutions to clients.

Business Development:

• Identify and pursue new business opportunities within existing accounts, introducing new solutions that align with clients’ evolving business challenges.
• Develop strategies to expand the portfolio by identifying new opportunities in the ICT and digital solutions space.
• Attend industry events and conferences to build relationships, generate leads, and position the company as a leader in the ICT and digital solutions market.
• Create and present proposals that align with client goals, emphasizing a value-based approach to solution delivery.

Collaboration & Communication:

• Partner with product, technical, and service delivery teams to ensure clients receive comprehensive ICT and digital solutions.
• Engage with a range of client stakeholders, from C-level executives to IT and operational teams, ensuring that the solutions meet both technical and business needs.
• Manage and resolve any client issues, ensuring high levels of customer satisfaction and seamless service delivery.

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• Experience working with major ICT and cloud platforms such as Oracle, AWS, Microsoft Azure, or similar.
• Knowledge of cybersecurity, data management, networking, and digital transformation best practices.
• Familiarity with CRM tools (e.g., Salesforce).
• 5+ years of account management experience in ICT, cloud services, or technology-related industries.
• Solid understanding of a broad range of ICT and digital solutions, including cloud (IaaS, PaaS, SaaS), cybersecurity, data management, and digital transformation.
• Proven experience managing large, complex accounts, with a focus on upselling, cross-selling, and driving revenue growth.
• Ability to understand a client’s business challenges and recommend ICT and digital solutions that provide strategic value.
• Ability to communicate technical concepts across various ICT areas, bridging the gap between business and technical teams.
• Strong presentation, negotiation, and relationship management skills, with the ability to engage both technical and non-technical stakeholders.
• Self-motivated, with a proactive approach to managing accounts and driving business development.