Specialist - Relationship Management | Abu Dhabi, UAE

Specialist - Relationship Management

Abu Dhabi Global Market (ADGM)
Abu Dhabi, United Arab Emirates
Posted 3 days ago
Permanent
Competitive Salary & Benefits

Under Market Development sector, CR&M is responsible to ensure a seamless customer journey and to create a customer centric organisation to ensure ADGM meets its growth ambitions.

CR&M division has 4 teams, namely:

• Onboarding
• Relationship management
• Customer Contact Centre

Under the Relationship Management team, the incumbent shall be responsible for helping customers by effectively managing their queries, supporting their specific needs and achieving desired levels of satisfaction by providing regular updates.

This role involves interacting with existing customers to develop relationships that promote retention and growth post onboarding of clients in ADGM. Additionally, as the SPOC for customers, the specialist will proactively engage them in upsell activities and engage in retention engagement. This role will require to follow up with customers on various operational matters such as financial statement submissions, renewals etc.

Key Responsibilities:

• Responsible for developing customer relationships that promote retention and growth.
• Establish clear goals and objectives in relation to customer retention and growth.
• Support customers on their specific needs and achieve desired levels of satisfaction by providing insights and updates.
• Act as a liaison between clients and the ADGM ecosystem ensuring that all communication is clear and timely.
• SPOC to support customers in upselling activities (upgrade license, adding activities etc.).
• Execution of customer retention strategies (for companies intending to deregister).
• Collaborate with Marcoms and Business Development on events and initiatives.
• Act as a primary point of contact for customers providing timely and effective support to meet their specific needs and ensure their satisfaction.
• Proactively identify and resolve customer complaints, queries as well as offer value-added upsell activities.
• Contribute to increase of customer engagement and reduce the risk of customer churn.
• Continue to learn and analyze customer feedback and provide inputs to improve services.

Generic Accountabilities:

• Understand, adopt, adhere and practice responsibilities or controls as per ADGM Information Security policy and as per best practices explained in the induction and awareness sessions.
• Maintain confidentiality, integrity, and availability of the ADGM Information at all times.

Education:

• Bachelor’s degree or equivalent.

Work Experience:

• 4-6+ years of relevant experience in Customer Success Management and relationship management.

Skills Needed:

• Excellent written and verbal communication skills.
• Experience in addressing key customer needs.
• Proficient with a CRM platform.
• Ability to analyze customer data and feedback to identify opportunities for improvement.
• Ability to manage multiple priorities and work in a fast-paced environment.