Client Leadership Manager

As a Client Leadership Manager at Firework, you'll be responsible for nurturing relationships with mid-market and enterprise clients. Your duties will include identifying upsell opportunities, analyzing client usage data, and leading strategic business reviews to demonstrate ROI, contributing directly to the growth and success of both your clients and the company.

To qualify for the Client Leadership Manager role at Firework, you should have a Bachelor’s degree and at least 5 years of experience in customer success relationship management, preferably in B2B SaaS. Strong communication skills, a proven ability to meet revenue-related KPIs, and fluency in Arabic are also essential.

In the role of a Client Leadership Manager, your strategic approach to managing client relationships will significantly influence customer retention. By identifying upsell opportunities, providing exceptional service experiences, and performing regular business reviews, you will help reduce churn and enhance the overall customer experience with Firework’s solutions.

The Client Leadership Manager position at Firework may be hybrid, offering the flexibility of working in one of our offices or remotely. We particularly welcome candidates based in the Middle East region, fostering a collaborative and innovative atmosphere whether in-house or from a distance.

At Firework, the culture is vibrant and inclusive. As a Client Leadership Manager, you will be part of a team that values collaboration and creativity, driving innovation in connected commerce. We celebrate diversity and encourage all team members to voice their ideas, ensuring a dynamic working environment where everyone can thrive.

In my experience, prioritizing clients involves assessing the urgency and significance of their needs, aligning with business goals, and understanding revenue-impacting relationships. I use project management tools to track progress, set clear check-in schedules, and ensure consistent communication to keep all stakeholders informed.

Absolutely! In my last position, I identified a trend of decreased engagement from specific clients. By conducting thorough business reviews, I proactively reached out to discuss their challenges and introduced tailored solutions, which not only improved their satisfaction but also resulted in a 20% increase in retention for those accounts.

I believe that understanding the client’s business goals and current utilization of our products is key. I regularly analyze usage data to identify potential gaps or areas for enhancement, which allows me to suggest relevant solutions that align with their objectives, ultimately driving more value for them.

In a previous role, I faced a challenging negotiation with a client who was hesitant to renew due to budget constraints. I prepared thoroughly by understanding their needs and usage effectively and demonstrating the ROI our products provided. By offering flexible terms and showcasing potential for increased value, I successfully negotiated a renewal while maintaining the relationship.

Data analysis is a fundamental part of my approach as it allows me to derive insights from customer behavior and engagement. By regularly analyzing usage data, I can tailor my recommendations, ensure clients are realizing value from our solutions, and make proactive adjustments to strategies based on empirical evidence.

I would approach the situation by first listening carefully to their concerns without interruption. It's important to validate their feelings and identify the root of the issue. After understanding their perspective, I would collaborate with them to find a suitable solution, ensuring follow-up to confirm their satisfaction going forward.

Key skills include exceptional communication for relationship-building, analytical capabilities to interpret data effectively, and product acumen to reasonably suggest improvements. Additionally, strong project management skills are essential to coordinate multiple client projects concurrently.

I actively engage in professional networks, subscribe to relevant industry publications, and participate in webinars and conferences. This continuous learning helps me remain informed and better equipped to advise my clients strategically based on the latest trends and technologies.

For successful onboarding, I prefer to have a structured plan that outlines the first steps clearly, set expectations early, and maintain regular communication throughout the process. I make it a priority to follow up after key milestones to ensure the client feels supported and their questions are promptly addressed.

I measure success through various KPIs such as renewal rates, net revenue retention, and customer satisfaction scores. These metrics provide insight into the effectiveness of my strategies and help me adjust tactics as needed to ensure ongoing client success.