Client Success Manager

Job Summary:

Our client a regional branding agency is looking for a Client Success Manager to play a pivotal role in fostering strong client relationships by delivering exceptional after-sales service. This encompasses creating a seamless onboarding experience for new clients, managing project lifecycles, and ensuring successful project completion through close collaboration with internal departments.

Key Accountabilities:

1. Client Relationship Management:
   • Develop and cultivate strong, long-lasting relationships with clients.
   • Proactively identify client needs and exceed expectations.
   • Act as a trusted advisor, providing ongoing support and guidance throughout the client journey.
2. Project Management & Delivery:
   • Oversee the entire project lifecycle, ensuring timely and efficient project execution.
   • Facilitate clear communication between clients and internal teams (Studio/New Media/Production).
   • Manage project documentation, including job orders, modifications, references, and client feedback.
   • Monitor project progress, address any roadblocks, and implement corrective actions as needed.
3. Client Onboarding & Satisfaction:
   • Design and implement a comprehensive onboarding program for new clients.
   • Ensure a smooth and positive client experience from initial contact to project completion.
   • Gather client feedback and implement improvements to enhance client satisfaction.
4. Quality Assurance & Service Delivery:
   • Implement and maintain a quality management system to ensure consistent service delivery.
   • Oversee the team's performance to uphold high standards of responsiveness and client service.
   • Identify and address client issues promptly, providing exceptional customer-centric support.
5. Team Leadership & Development:
   • Provide effective leadership and guidance to the client service team.
   • Foster a collaborative and supportive work environment to optimize team performance.
   • Continuously monitor and evaluate the team's performance, identifying opportunities for improvement.

Job Specifications:

• Bachelor's degree in Communications, Marketing, Business, New Media, or Public Relations (preferred).
• Proven track record in account management with a minimum of six years of experience.
• Fluency in both Arabic and English (mandatory).
• Experience working in an advertising agency (highly preferred).
• Strong customer service skills with a proven track record of exceeding client expectations.
• Excellent communication, interpersonal, and organizational skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• A keen eye for detail and a commitment to quality assurance.