Job Detail

Job Description

Our client provides innovative SaaS solutions to enterprise clients across a diverse portfolio of retail, government and entertainment clients across multiple geographies.

We are recruiting a UAE experienced Key Account Manager with B2B IoT, data and artificial intelligence technology sales / business development experience to join their Dubai team.

The successful candidate will be responsible for developing and executing strategic account management ensuring that their clients derive tangible business value from the solutions and services and ultimately increase client retention and revenue growth.

Role Summary

• Manage the full life cycle of client post-sales journeys from onboarding to renewal, including regular cadence check-ins, business reviews, and leveraging all opportunities to upsell and cross sell solutions and increase AMC renewals.
  
• Take over clients from post implementation and successfully onboard new clients - schedule product training with the product experts and users to ensure successful product adoption;
  
• Contribute to the overall strategy of revenue growth across all accounts. - collaborate with clients to pursue upsell opportunities, design viable options and build pragmatic roadmaps around these.
  
• Conduct business reviews that deliver valuable business insights and roadmap alignment.; deliver value to clients whilst aligning to meet retention and growth goals for the business.
  
• Work cross functionally with the sales team to develop and execute joint plans to address at-risk customers and growth opportunities within existing clients.
  
• Collaborate with clients to pursue upsell opportunities, design viable options and build pragmatic roadmaps around these.
  
• Capture customer feedback and report issues and requests to the product and development teams.
  
• Conduct NPS surveys and analyze feedback from clients on a quarterly basis to achieve 100% customer satisfaction.
  
• Develop and deliver customer success engagement and campaigns that mitigate risk, reduce churn, drive referrals, and maximize growth on the account by up-selling products and services.
  
• Support project management team by updating clients of progress and project closure in line with agreed milestones and timelines.
  
• Collaborate with the Marketing team for events, campaigns and newsletters.
  

Mandatory Skills & Experience

• 7 – 10 years B2B experience in client success / key account management - results driven with a strong demonstrable track record in increasing market share through client satisfaction, retention and revenue.
  
• UAE experience developing and driving strategies to maximize customer engagement, contract renewals and retention.
  
• Key account management to ascertain customer business requirements to find opportunities for upselling and cross-selling and conduct review meetings with clients.
  
• Expertise in client on-boarding, project and change management within a metrics driven B2B SaaS and cloud environment; demonstrating  value realization and opportunities for upselling solutions and services and client retention.
  
• Commercial and financial acumen - demonstrated ability to develop marketing strategies and business plans, as well as analyzing customer and market insights and market spend effectiveness.
  
• Ability to challenge decision makers on their organizational and digital transformation readiness and provide expertise on digital adoption and change management.
  
• Ability to communicate effectively with the product development team regarding new feature requests by customers and understanding  the feasibility and execution plans.
  
• Consultative approach to digital business transformation – solutions driven with capabilities to navigate complex client organisations and translate product-based value drivers to business outcomes.
  
• UAE driving license is mandatory.
  

Candidate Profile

• Currently living in the United Arab Emirates – must be able to live and work in Dubai.
  
• Fluent in English - ability to translate data into valuable information that influences multi-level client stakeholders to drive digital transformation.
  
• Customer first mindset with a passion for building long lasting client partnerships and being an advocate for customers by being the voice of the customer.
  
• Ability to break down ambiguous problems into concrete, manageable components and think through solutions.
  
• Excellent interpersonal and communication skills with the ability to influence effectively at all levels, including executive and C-level.
  

Education

• Bachelor’s degree