Client Success Manager

3 weeks ago

Manama, Manama, Bahrain Domo Ventures W.L.L. Full time

Our client a regional branding agency is looking for aClient Success Manager toplay a pivotal role in fostering strong client relationships by delivering exceptional after-sales 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:

  • Client Relationship Management:
    • Develop and cultivate strong, long-lasting relationships with clients.
    • Proactively identify client needs and exceed expectations.
    • Act as a trusted advisor, providing ongoing support and guidance throughout the client journey.
  • 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.
  • 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.
  • Quality Assurance & Service Delivery:
    • Implement and maintain a quality management system to ensure consistent service delivery.
    • Oversee the team's performance to uphold high standards of responsiveness and client service.
    • Identify and address client issues promptly, providing exceptional customer-centric support.
  • 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 team's performance, identifying opportunities for improvement.

Job Specifications:

  • Bachelor's degree in Communications, Marketing, Business, New Media, or Public Relations (preferred).
  • Proven track record in account management with a minimum of six years of experience.
  • 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 fast-paced environment.
  • A keen eye for detail and a commitment to quality assurance.
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