- Serve as the trusted advisor and primary liaison for assigned customer accounts.
- Build and maintain strong, long-lasting relationships with key stakeholders.
- Identify upsell and cross-sell opportunities based on customer needs and usage trends.
- Collaborate with the sales team to renew and grow account revenue.
- Manage contract renewals and negotiate terms to retain and expand business.
- Responsible for a proper handover to delivery and project management teams.
- Monitor usage metrics and proactively address any engagement or satisfaction issues.
- Ensure customers get maximum value from the software to support retention.
- Maintain accurate account plans, activity logs, and forecasting in CRM tools (e.g., Salesforce, HubSpot).
- Track account health and flag risks early for mitigation.
- Solution selling & value driven offerings that align with clients’ priorities.
- Provide feedback to product and marketing teams based on client insights.
- Own the sales cycle from deep discovery and assessment to closing.
- Validate needs, budgets, timelines, stakeholders’ matrix, and buying processes.
- Drive alignment between client expectations and technical delivery scope before contract signing.
- Execute land-and-expand strategies in collaboration with the SDR and Solution team.
- Acting as the contact point for client satisfaction-related escalations.
- Act as the second line of responsibility after the finance team in ensuring timely collections and follow-up on payments.
- Communicate professionally with the client regarding pending dues without jeopardizing the long-term relationship.
- Aligning on pricing, margins and discounts with technology vendors and partners.
- Obtain the needed approvals for financial offers and quotations.
Requirements
Required Education and Experience:
- Bachelor's degree in Business, Information Systems, or a related field.
- 4–6 years of experience in account management, customer success, or B2B software sales ideally within KSA or GCC.
- Familiarity with government procurement or large enterprise buying processes.
- ITSM, Low-Code, DevOps, EDM, APM, etc.
- Salesforce, HubSpot, or similar
- Stakeholder management, conflict resolution, executive presentations
- Value-based selling, ROI demonstration, growth planning
Soft Skills:
- Client-first mindset with strong emotional intelligence.
- Proactive, resourceful, and results-driven.
- Able to manage multiple accounts and priorities effectively