Customer Success Manager - Sales

About This Role

JOB DESCRIPTION

Responsible for ensuring the success of Khazna’s business with key clients from capacity planning through to project management and the ongoing relationship. Able to build relationships, implement new programs, that will increase Khazna’s revenue potentials and minimize churn rates while providing ongoing support to the client.

RESPONSIBILITIES

Client Management:

§ Work with Client site selection team to understand their future requirements (locations, capacities)

§ Work with internal departments/partners to explore plans, options, sites/plots, including schedules and costs.

§ Overall capacity management for Client requirements (current and future potential portfolio).

§ Khazna’s SPOC/lead for Client’s upcoming RFIs/RFPs, interface with all concerned departments/partners.

§ Khazna’s SPOC/lead for Client’s upcoming contract’s negotiations/discussions, interface with all concerned departments/partners.

§ Prepare business cases and lead the negotiations with Finance.

§ Prepare and obtain management approvals including preparation of memos and management presentations.

Project Management and Delivery:

§ Project manage the delivery of executed contracts to meet the agreed RFS dates (planning, tracking, risk identification, stakeholder management, governance, reporting & escalation).

§ Manage any change during delivery and coordinate internally to convert it to actionable plans. § Responsible for knowledge transfer of Khazna’s contractual obligations with concerned teams.

Customer Relationship Management:

§ Khazna’s SPOC for any escalations (work with internal teams to handle escalations until closure).

§ Manage all new requests from Client in relation to construction and operational sites (coordinate with internal teams for solution and cost, prepare business cases, provide price estimate to sales, lead project creation in Khazna procurement system).

§ Interface with Client and lead the preparation and presentation of all ad-hoc reports and meetings (e.g., annual business review).

§ Collection of data for performance reports related to each client for internal use as well as for sharing with the clients.

Budgeting and Financial Planning:

§ Monitor the financial performance of a given area of activity versus budgets and ensure all activities are carried out in line with the approved guidelines while promptly reporting on any variances to management.

Policies, Systems, Processes & Procedures:

§ Provide inputs and implement policies, systems, and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

Continuous Improvement:

§ Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction.

Reporting

§ Prepare sectional statements and reports timely and accurately to meet ABC and department requirements, policies, and quality standards.

Quality, Health, Safety & Environment:

§ Comply with all relevant safety, quality and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.

Related Assignments  

§ The job holder may be required to undertake additional duties, which may be reasonably expected and forms part of the function of the job.

QUALIFICATIONS

Minimum Qualifications:

§ Bachelor’s degree in business, Engineering, or relevant field is preferred

Minimum Experience:

§ 5+ years in a key client managing role

§ Project/Data Center experience is preferred

Job-Specific Skills (Generic / Technical):

§ Bilingual (Arabic and English) preferred

§ Exceptional ability to communicate and foster positive business relationships

§ Excellent verbal and written communication skills.

§ Ability to work with cross functional departments within Khazna and the Client.

§ Must possess sound technical knowledge and the ability to discuss complex technical requirements with customers.

§ Interpersonal skills and the capacity to connect successfully with people are essential.

§ Excellent decision-making and leadership abilities.