Client Success Manager

Job Summary:

The Client Success Manager plays a pivotal role in fostering strong client relationships by delivering exceptional aftersales 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 longlasting 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 teams performance to uphold high standards of responsiveness and client service.
   • Identify and address client issues promptly providing exceptional customercentric 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 teams performance identifying opportunities for improvement.

Job Specifications:

• Bachelors degree in Communications Marketing Business New Media or Public Relations (preferred).
• 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 fastpaced environment.
• A keen eye for detail and a commitment to quality assurance.

Remote Work :

No