We are seeking a dynamic and client-focused Manager – Key Accounts & Customer Success to lead our Key Account Management team and ensure the delivery of exceptional service to our clients across EOR, Staffing, and Outsourcing solutions. Based in Abu Dhabi, this role is responsible for driving client satisfaction, retention, and account growth while ensuring smooth coordination with the Operations department for service delivery.

Key Responsibilities

Team Leadership & Performance

• Lead, mentor, and manage a team of Key Account Managers (KAMs).
• Set clear KPIs and performance targets for the team, ensuring service excellence and account growth.
• Provide coaching and training to enhance client management skills and commercial acumen.

Client Relationship Management

• Serve as the escalation point for key client concerns and ensure swift resolution in collaboration with Operations.
• Foster strong, long-term relationships with clients by understanding their business needs and aligning solutions accordingly.
• Monitor client satisfaction levels and proactively address potential risks to retention.

Account Growth & Commercial Support

• Drive account expansion by identifying upsell and cross-sell opportunities across EOR, staffing, and outsourcing services.
• Partner with the business development team during onboarding, proposals, and renewals to ensure a seamless client journey.
• Support pricing discussions, contract renewals, and client presentations.

Service Delivery Oversight

• Work closely with the Operations department to ensure client requirements are executed accurately and on time.
• Monitor SLA adherence, quality standards, and delivery timelines, escalating issues where needed.
• Provide feedback from clients to internal teams to continuously improve service models.

Reporting & Insights

• Track account performance, client retention, and revenue growth, preparing regular reports for senior leadership.
• Analyze client trends, identify risks, and recommend strategies for improvement.
• Maintain oversight of team pipeline and workload distribution.