As an SME Client Manager, you will be responsible for managing a portfolio of small and medium-sized enterprise (SME) clients across the GCC region. This role focuses on delivering exceptional service, resolving complex client issues, and driving business excellence through strategic engagement and proactive account management. You will operate independently, anticipating client needs and identifying opportunities for growth and improvement.
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Key Responsibilities
- Own and manage a book of SME clients, ensuring high levels of satisfaction and retention.
- Lead the annual renewal process, negotiating terms and optimizing profitability while maintaining client relationships.
- Conduct regular strategic meetings with brokers and clients to review performance, retention, successes, and challenges.
- Handle escalated, non-routine issues from partners and clients, coordinating with internal teams to ensure timely resolution.
- Stay informed on GCC compliance requirements and proactively identify risks within your portfolio.
- Identify and pursue upsell or cross-sell opportunities throughout the year.
- Maintain accurate client records in Salesforce, with a minimum data accuracy target of 98%.
- Work closely with internal stakeholders to deliver seamless service and support.
Skills & Competencies
- Strong interpersonal, communication, and relationship-building skills.
- Ability to plan ahead, anticipate client needs, and align actions with business goals.
- Skilled in influencing outcomes and negotiating effectively with clients and brokers.
- Capable of resolving complex issues independently and identifying root causes to prevent recurrence.
- Excellent time management, prioritization, and ability to meet tight deadlines.
- Sound knowledge of Microsoft Office (Outlook, Word, Excel) and CRM systems (e.g., Salesforce).
- Understanding of regional compliance requirements and ability to apply them in client interactions.
- Works effectively with internal and external teams to achieve shared goals.
- Demonstrates initiative, ownership, and basic supervisory and coaching capabilities.
