Customer Relations Executive (SaaS Solutions)

Overview

The Role

Client Relationship Management

• Own and nurture long-term relationships with key accounts in energy, fintech, and payment sectors
• Conduct regular virtual and in-person client meetings and business reviews
• Deliver polished presentations and proposals to senior stakeholders
• Act as the primary point of escalation — resolve issues quickly and professionally

Customer Support & Ticket Resolution

• **Handle all ongoing client requests end to end — from new service enquiries to technical issues**
• Manage and respond to client tickets via Zoho Desk; coordinate with internal technical SMEs and Business Analysts to drive resolution
• Provide accurate quotations and documentation; close transactions efficiently

Delivery Follow-Through

• Ensure clients receive what was committed, on time — actively push internal delivery accountability post-project sign-off
• Coordinate with Project Managers to track and confirm delivery milestones

CRM & Reporting

• Maintain accurate, up-to-date records in Zoho CRM
• Deliver regular pipeline, activity, and satisfaction reports to management
• Share market and competitor intelligence with the wider team

Growth & Expansion

• Identify upsell and cross-sell opportunities within the existing client base
• Support entry into new Francophone regions and market segments
• Represent the company at industry events and client forums

Who You Are

Must-Have

• Native or highly fluent French speaker with genuine cultural fluency in Francophone business contexts (mainland France, French overseas territories, or Francophone Africa)
• 3–5 years of experience in customer relations, customer success, account management, or B2B support — ideally in SaaS or technology
• Hands-on experience with CRM platforms (Zoho CRM or equivalent)
• Strong written and verbal communication in both French and English
• Ability to manage multiple accounts and requests simultaneously with exceptional organisation
• Comfortable coordinating with technical teams to get client issues resolved
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Open to frequent travel
• Nice to Have
• **Knowledge of fintech, payment systems, or digital transaction platforms**
• Experience with Zoho Desk or other ticketing/helpdesk tools
• **Multi-region commercial exposure (Africa, Europe, Caribbean)**

Education

• Bachelor's degree in Business, Marketing, Finance, Communications, Engineering, or a related field.
• CRM, account management, or sales certifications are an advantage.
• WHY THIS ROLE?
• Work directly with Tier 1 clients across some of the world's most dynamic markets
• A lean, high-impact team where your contribution shapes real outcomes
• Competitive, market-aligned compensation — flexible for the right candidate
• Genuine international exposure with cross-cultural client work
• A company that treats customer relationships as its core asset