Job Description

Roles & Responsibilities

Own the customer relationship & Accounts assigned end-to-end - acting as the single point of contact between clients and internal teams to ensure fast issue resolution, transparent reporting, and long-term account health.

Own assigned client relationships; drive satisfaction, retention, and trust through proactive engagement.

Act as the escalation bridge between customers and internal teams (Ops, HR, Finance, Technical) for seamless delivery.

Manage queries, incidents, and escalations within agreed SLAs; maintain full visibility via trackers and dashboards.

Deliver MIS reports, service analytics, and management presentations that surface trends, risks, and improvement areas.

Manage stakeholder expectations through clear communication, negotiation, and solution-first discussions.

Juggle multiple priorities in a fast-paced environment while ensuring compliance with internal SLAs and standards.

Drive process improvements that enhance customer experience and operational efficiency.

Desired Candidate Profile

Bachelor/Master's degree.

3+ years' experience in the IT industry, in Customer Success, Account Management, or Client Relations.

Enterprise/corporate client handling experience preferred.

Technical Skills

Basic Excel (Pivot Tables, Lookups, Reporting & Analytics)

Exposure to CRM/ticketing platforms is a plus.

Core Competencies

Bilingual fluency (Arabic & English) - mandatory.

Strong stakeholder management, negotiation, and analytical skills.

High ownership, accountability, and a customer-first mindset under demanding timelines.