Manager, Client Success – Middle East and Africa

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Lead, mentor, and build the Client Success team in partnership with the Vice President of Client Success.

• Supervise customer retention through ongoing coaching of Client Success Managers.

• Manage customer service contract renewals, which includes renewal quotes and ensuring completion follow-through.

• Oversee sales methodologies for the creation, management, and finalization of account-expansion opportunities.

• Identify areas for development within the Client Success Managers.

• Coach and guide Client Success Managers on strategic plans for customer accounts.

• Ensure Client Success Managers stay updated on Blackline Safety products and services.

• Address internal and external concerns while prioritizing customer satisfaction.

• Ensure Client Success Managers provide product-management feedback regarding trends that impact customer satisfaction or retention.

• Report key performance indicators (KPIs) to management.

• Monitor team work schedules to accommodate local and international deployment needs.

• Assist in documenting procedures and developing training materials.

• Enhance process efficiency and effectiveness.

• Carry out additional duties as assigned.

⛳️ Requirements

• Post-secondary education or equivalent certification in a business-related discipline is preferred.

• At least 2 years of experience leading a customer-facing support team.

• Demonstrated success in motivating and guiding a team to achieve targets.

• Capability to achieve results in a dynamic environment.

• Ability to identify significant metrics for reporting and analyzing operational challenges.

• Excellent written and verbal communication skills with strong interpersonal abilities.

🏝️ Benefits

• Competitive base salary and annual review of compensation.

• Comprehensive health and dental benefits.*

• Support for mental health and wellness.

• Flexible work arrangements and a hybrid work model for eligible positions.

• Paid vacation, personal, and sick days.*

• Opportunities for professional development.

• Funding for education.

• A collaborative, inclusive, and mission-driven culture.

• Exclusive access to perks and discounts.

• A flexible ‘Dress for Your Day’ environment.