Account Director (Middle East)

ABOUT US
DataEQ is an innovative tech business that is changing the way global brands understand and engage with their customers. We do this by combining scaled human intelligence solution alongside cutting-edge AI to structure and analyse millions of customer feedback posts to drive better CX insights, improve risk management, and optimize customer service. Highly accurate data is at the heart of what we deliver as well as the ability to structure and interpret data in innovative ways to address clients' business problems.

ABOUT THE JOB
Our Account Directors work closely with the Client Service Leads, heading up a diverse portfolio of clients in the day-to-day operational running of some of our biggest existing clients. These span across financial services, telecoms, restaurants, education and others. You will work autonomously and be responsible for managing a book of clients from end to end. Your ultimate goal will be to retain and grow your client base and to ensure that our data is being presented to and ingested by our clients so that it can be used to inform key business decisions.

You will utilize data for strategic analysis, identify market opportunities, and help you solve complex problems methodically and timeously. You will consult with our clients to seek opportunities to help our clients generate better CX insights, manage risk, improve conduct reporting, and optimize social customer service. Our Business Development team is made up of smart, ambitious, strategic, and problem-solving individuals and we are looking for someone who believes in our vision and is excited to join the company at this stage of growth. We have a tight culture that encourages curiosity, innovation, freedom, intellect, and performance.

WHAT YOU'LL BE DOING DAY-TO-DAY

1. Retain existing client base
2. Ensure that client renewals are processed timeously
3. Complete relevant RFPs and RFQs where required
4. Build a solid network of contacts in each client organization
5. Uncover key issues in client organizations that our data can be used to solve
6. Ensure that our data is understood and used widely across client organizations
7. Consult with clients to generate better insights and identify opportunities for data utilization
8. Upsell existing client base
9. Create a clear strategy for the growth of your current client base and your focal industries
10. Ensure that your clients are getting as much value out of our data as possible
11. Ensure that our data is pushed into varying teams within your client organizations and is used by a multitude of users and budget holders
12. Manage day to day client queries
13. Assist clients with any day to day queries
14. Ensure the smooth running of your clients' Analyze and Engage accounts
15. Help clients get as much value as possible out of our data, whether through building dashboards, talking the clients through insights, or training the clients on Analyze and Engage
16. Brief the analyst team on reporting requirements and ensure that completed reports reflect client requirements; check reports for errors before sending them off to clients; manage client change requests
17. Manage client expectations
18. Internal stakeholder management and administration
19. Manage Account Managers (where applicable) and this will include hiring, onboarding, upskilling, strategizing with, and setting KPIs for Account Managers
20. Setting clear client forecasts & upsell plans across yours and your Account Managers' portfolios
21. Drafting cost estimates and proposals
22. Supporting finance on resolving any overdue payments

WHAT WE'RE LOOKING FOR

Required

1. A tertiary qualification
2. 5+ years experience in a senior client service role
3. Proficiency in MS Word, PowerPoint, and Excel is essential, and you'd need to be comfortable learning and navigating new web-based software applications
4. Analytical problem-solving and attention to detail
5. Outstanding communication skills in writing and in person in both Arabic and English
6. The ability to work flexibly in a fast-paced, performance-orientated environment
7. A curious, always learning personality
8. Excited by the scale and potential of the DataEQ vision
9. Target-driven, determined, and energetic
10. A collaborative colleague who builds strong relationships internally as well as externally
11. Able to travel locally
12. An exceptional relationship builder and excellent at getting things done

Desired

1. 2+ years people management experience
2. Consulting and customer success experience

WHY YOU'LL LOVE WORKING WITH US

If you join our team, DataEQ will support you at work and at play. We have a dynamic and inclusive company culture and we hire people who put the smarts and hearts into everything they do. We are a fully remote company where you will have the flexibility to manage your own time because we focus on outcomes over inputs. Whilst our team is located around the world, the bulk of our team are based in Johannesburg and Cape Town, South Africa. In addition to our flexible and remote working culture which we LOVE, we have many more reasons why you should join our team:

1. Market related remuneration packages (including generous commission structures for our client-facing team members)
2. Regular company status meetings to ensure everyone is aligned and working towards the same purpose
3. Meeting-free days
4. Annual company retreat
5. Personal development budget