Customer Success Manager (B2B)

Job Overivew:

Managing the relationship for Starlinks Key Accounts (B2B), including supporting the cross departmental functions (Sales, OPS, CS). The high-level aim of the role is to maintain the long-term client relationship and to seek opportunities for development and commercial growth, while managing the Customer Success to deliver strong customer satisfaction. Build, manage and grow team and capabilities.

Resposibilities:

• Policy and Procedure Improvement: Recommend and support the implementation of improvements to departmental policies, procedures, and controls.
• Customer Communication and Engagement: Implement company programs to promote key customer messages, ensuring SOPs, SLAs, and communication tools are fit for purpose.
• Operational and Financial Reporting: Develop financial reports, operational performance dashboards, and present insights to manage internal and customer-related KPIs.
• Customer Onboarding and Relationship Management: Create and maintain processes for end-to-end customer onboarding in collaboration with sales and support functions, and manage customer relationships, including response to critical issues.
• Business Review and Alignment: Establish business review processes and operational alignment activities to ensure customer KPIs are communicated and met, including managing client contract renewals and negotiations.
• New Business Development: Seek and develop new business opportunities with the customer base, ensuring each customer has a development plan for new business opportunities.
• Invoicing and Payment Management: Ensure the Partnership Success team owns and manages the invoicing and payment processes, including validation of invoices prior to issuing.
• Quality and Data Management: Establish quality metrics, track trends, and ensure data is correctly updated and inputted for successful customer onboarding and operations, liaising with various departments to remove roadblocks.

Job requirement:

• Bachelor’s degree in business administration/Sales & Marketing/ Logistics CS / Supply Chain Management or equivalent.
• 5+ years’ experience in customer service and account management in Business to Business (B2B).
• Excellent communication, presentation, and interpersonal skills.
• Strong project management skills with relevant accreditation.
• Fluent in English and Arabic | written and spoken.
• Strong commercial acumen.
• Strong data and analytical skills

Preferred Skills:

• Experience in Saudi Arabia and the GCC.
• Experience working in the Supply Chain industry