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Manager, Client Success – Middle East and Africa
Blackline Safety. Build, lead, and mentor the Client Success team in collaboration with the Vice President, Client Success .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in building and mentoring a Client Success team, with a focus on customer retention and satisfaction. Proficient in overseeing account-expansion opportunities and reporting key performance indicators to management.
Highest-signal resume keywords
Team LeadershipCustomer Retention StrategiesKPI ReportingCoaching and MentoringProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ManagementAccount ManagementSales MethodologiesOperational AnalysisMetrics Identification
Soft Skills
Clear CommunicationInterpersonal SkillsAdaptabilityCoaching Ability
Tools & Technologies
Blackline Safety Products
Certifications & Qualifications
Post-Secondary Education in Business
Industry Keywords
Client SuccessCustomer SupportContract RenewalsCustomer SatisfactionTraining Documentation
About the role
Key responsibilities & impact- Build, lead, and mentor the Client Success team in collaboration with the Vice President, Client Success
- Oversee customer retention through continuous coaching of Client Success Managers
- Oversee customer service contract renewals, including renewal quotes and completion follow-through
- Oversee sales methodologies for creating, managing, and closing account-expansion opportunities
- Identify development areas within the Client Success Managers
- Coach and mentor Client Success Managers on strategic customer account plans
- Ensure Client Success Managers maintain currency in Blackline Safety products and services
- Escalate internal and external concerns while maintaining customer satisfaction
- Ensure Client Success Managers provide product-management feedback on trends affecting customer satisfaction or retention
- Report KPIs to Management
- Monitor team work schedules to meet local and international deployment demands
- Aid in documenting procedures and establishing training
- Improve process efficiency and effectiveness
- Perform other duties as assigned
Requirements
What you’ll need- Post-Secondary education or equivalent certification in a business-related field is an asset
- Minimum 2 years' leading a customer-facing customer support team
- Proven track record of leading and energizing a group to be successful and meet targets
- Ability to drive results in an ever-changing environment
- Ability to identify meaningful metrics for reporting and analysis of operational issues
- Clear communication, both written and verbal with strong interpersonal skills
Benefits
Comp & perks- Competitive base salary and annual compensation review
- Comprehensive health and dental benefits*
- Mental health and wellness support
- Flexible work arrangements and hybrid work model for eligible positions
- Paid vacation, personal and sick days*
- Professional development opportunities
- Education funding
- A collaborative, inclusive, and mission-driven culture
- Exclusive access to perks and discounts
- A flexible ‘Dress for Your Day’ environment