Client Service Manager

3 months ago

Doha, Qatar MEEZA Full time

Our mission is to be the preferred IT Services and Solutions provider in the Middle East and North Africa.

For our employees, this means working in a team committed to service excellence and continual innovation in a fast-paced and dynamic work environment.

**WHAT CAN MEEZA OFFER YOU?***
- **MEEZA is committed to providing thought leadership that will enable our employees to be involved in bringing global firsts to the market.****:

- **MEEZA is one of the fastest growing technology companies in the Middle East which means an exciting and rewarding work environment for our employees.****:

- **MEEZA is playing a key role in the transformation of Qatar into a knowledge-based society which means our employees can make a real impact.****:

- **MEEZA is committed to developing our team; we provide opportunities to develop your skills, further your career and achieve your goals.****:

- **MEEZA is not just about hard work; the company remains true to its entrepreneurial roots and has a young and passionate team that is just as devoted to having fun as they are to delivering service excellence.****:

- **MEEZA offers market-leading benefits packages.***

**IMPORTANT STEPS TO FOLLOW**:
The primary responsibilities of the **Client Service Manager**:
**Job Summary**:
The Client Services Manager acts as the primary liaison between MEEZA and its clients, ensuring a seamless and positive customer journey. This role encapsulates a balance of technical expertise, commercial acumen, and a customer-centric approach to ensure that client expectations are surpassed, their technical needs are adeptly met, and their loyalty and satisfaction are nurtured over time. The Client Services Manager also facilitates cohesive inter-departmental collaboration to ensure that client solutions are innovative, competitively positioned, and delivered efficiently.

**Administrative Responsibilities**:

- Provide input during the development of the department’s strategy, goals, initiatives, and plans and monitor their execution.
- Foster a collaborative culture within the department that encourages the sharing of feedback and insights across different functional areas to enhance client service delivery.
- Initiate and facilitate regular inter-departmental meetings to ensure alignment of objectives and seamless communication regarding client projects and expectations.
- Manage day-to-day activities and operations, recommend potential improvements, and ensure proper documentation and implementation of all policies and procedures.
- Assist in the development of the annual budget, including all financial and staff requirements for the department.
- Monitor the operational performance of the department, compare them to the established objectives and goals and report results accordingly.
- Provide coaching, guidance, and support to employees in the execution of their work and ensure proper knowledge transfer to develop them and improve their performance.

**Functional Responsibilities**:

- Manage a team of technical professionals and provide leadership to achieve client satisfaction and operational excellence.
- Develop and maintain strong relationships with clients, ensure that their needs are being met and expectations are exceeded.
- Proactively engage with clients to understand their evolving business needs and align MEEZA’s services, accordingly, ensuring a proactive, not reactive, approach to client satisfaction.
- Create and utilize client satisfaction metrics and feedback mechanisms to drive continuous improvements in service delivery and share insights with relevant departments to spur organizational learning.
- Engage in strategic discussions with clients to identify new opportunities for service enhancement and collaborate with the Sales and Technical Development teams to realize these opportunities.
- Act as a commercial advocate, ensuring that client engagements are nurtured not just for immediate satisfaction but for long-term value creation and revenue growth.
- Champion the voice of the client within MEEZA, ensuring that client feedback and satisfaction are integral metrics in organizational performance assessments and strategy development.
- Collaborate with cross-functional teams to ensure timely delivery of client projects and resolve any technical or operational issues.
- Identify opportunities to enhance client solutions, optimize service delivery, and improve team efficiency.
- Develop and monitor key performance indicators (KPIs) to measure and analyze the effectiveness of the team’s performance and make recommendations for improvement.
- Monitor the delivery of services to ensure that they meet agreed-upon service levels by tracking incidents, requests, and changes to services.
- Coordinate incident management and problem resolution activities by ensuring that incidents and problems are appropriately escalated and resolved in a timely manner.
- Act as a single point of contact for the delivery process for IT service

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