21 Oct
Abu Dhabi Global Market (ADGM)
Abu Dhabi
Specialist - Relationship Management
Abu Dhabi Global Market (ADGM) - Abu Dhabi, United Arab Emirates
Posted: 4 days ago | Type: Permanent | Salary: Competitive Salary & Benefits
Under the Market Development sector, CR&M; is responsible for ensuring a seamless customer journey and creating a customer-centric organization to meet ADGM's 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 retention engagement. This role will require following up with customers on various operational matters such as financial statement submissions, renewals, etc.
Key Responsibilities:
- Develop customer relationships that promote retention and growth by establishing clear goals and objectives.
- 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.
- Serve as the SPOC to support customers in upselling activities (upgrade license, adding activities, etc.).
- Execute customer retention strategies for companies intending to deregister.
- Collaborate with Marcoms and Business Development on events and initiatives.
- Act as the primary point of contact for customers providing timely and effective support to meet their specific needs and ensure satisfaction.
- Proactively identify and resolve customer complaints and queries while offering value-added upsell activities.
- Contribute to increasing customer engagement and reducing the risk of customer churn.
- Continue to learn and analyze customer feedback and provide inputs to improve services.
Generic Accountabilities:
Information Security related:
- Understand, adopt, adhere to, and practice responsibilities or controls as per ADGM Information Security policy and best practices explained in induction and awareness sessions.
- Maintain confidentiality, integrity,
and availability of ADGM Information at all times, both within and outside ADGM.
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.
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▶️ Specialist - Relationship Management | Abu Dhabi, UAE
🖊️ Abu Dhabi Global Market (ADGM)
📍 Abu Dhabi