Client Success & Relations Executive

Optimum; Riyadh Region; On-site; SAR 60,000 - 90,000; Full time

Job summary

Optimum in Saudi Arabia is seeking an Account Coordinator/Manager to oversee day-to-day client communications and ensure accurate, timely responses across channels. The role focuses on documenting interactions, maintaining CRM records, and supporting retention through proactive client engagement.

The ideal candidate will coordinate with internal teams, monitor SLAs, and flag risks early to protect relationships and drive renewals, with emphasis on accuracy and professional client service.

Responsibilities

• Respond to all assigned client queries and requests received via phone, email, or portal within the defined response SLA.
• Review client account history and prior correspondence before responding, to ensure continuity and accuracy.
• Resolve routine client issues directly; escalate non-standard or high-risk issues to the Account Manager without delay.
• Coordinate with Operations, Finance, or other internal departments as needed to fulfil client requests.
• Proactively follow up with clients on open items, pending documentation, or outstanding requests.
• Log every client interaction in the CRM immediately after each contact — capture: channel, client name, topic, outcome, and any follow-up required.
• Maintain complete and accurate account records for every assigned client.
• Update client and account status in the system in real time after every action.
• Ensure all client documentation is audit‑ready and available for review by the Account Manager or Sales & Account Manager.
• Build and maintain positive working relationships with all assigned clients.
• Identify early signs of client dissatisfaction or churn risk and flag them to the Account Manager immediately.
• Support renewal and upsell conversations as directed by the Account Manager.
• Gather client feedback and route it to the relevant internal stakeholders.
• Maintain accuracy and professionalism in every client interaction — client communication reflects directly on the company's reputation.
• Flag any unusual client request or non-standard scenario to the Account Manager immediately.
• Proactively flag to the Account Manager when a client query is approaching its response SLA without resolution.

Job description

Optimum in Saudi Arabia is seeking an Account Coordinator/Manager to oversee day-to-day client communications and ensure accurate, timely responses across channels. The role focuses on documenting interactions, maintaining CRM records, and supporting retention through proactive client engagement.

The ideal candidate will coordinate with internal teams, monitor SLAs, and flag risks early to protect relationships and drive renewals, with emphasis on accuracy and professional client service.