Manager – Key Accounts & Customer Success (EOR, Staffing & Outsourcing TERRACOTTA MANPOWER SERVICES - SOLE PROPRIETORSHIP

Employer Active

Posted on 9 Sep

Experience

9 - 18 Years

Job Location

Abu Dhabi - United Arab Emirates (UAE)

Education

Any Graduation

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

We are seeking a dynamic and client-focused Manager – Key Accounts & Customer Success to lead our Key Account Management team and ensure the delivery of exceptional service to our clients across EOR, Staffing, and Outsourcing solutions. Based in Abu Dhabi, this role is responsible for driving client satisfaction, retention, and account growth while ensuring smooth coordination with the Operations department for service delivery.

Key Responsibilities

Team Leadership & Performance

  • Lead, mentor, and manage a team of Key Account Managers (KAMs).
  • Set clear KPIs and performance targets for the team, ensuring service excellence and account growth.
  • Provide coaching and training to enhance client management skills and commercial acumen.

Client Relationship Management

  • Serve as the escalation point for key client concerns and ensure swift resolution in collaboration with Operations.
  • Foster strong, long-term relationships with clients by understanding their business needs and aligning solutions accordingly.
  • Monitor client satisfaction levels and proactively address potential risks to retention.

Account Growth & Commercial Support

  • Drive account expansion by identifying upsell and cross-sell opportunities across EOR, staffing, and outsourcing services.
  • Partner with the business development team during onboarding, proposals, and renewals to ensure a seamless client journey.
  • Support pricing discussions, contract renewals, and client presentations.

Service Delivery Oversight

  • Work closely with the Operations department to ensure client requirements are executed accurately and on time.
  • Monitor SLA adherence, quality standards, and delivery timelines, escalating issues where needed.
  • Provide feedback from clients to internal teams to continuously improve service models.

Reporting & Insights

  • Track account performance, client retention, and revenue growth, preparing regular reports for senior leadership.
  • Analyze client trends, identify risks, and recommend strategies for improvement.
  • Maintain oversight of team pipeline and workload distribution.

Desired Candidate Profile

Qualifications

  • Bachelor’s degree in Business, HR, or a related field.
  • 8–10 years of experience in client success, account management, or customer-facing roles, with at least 3 years in a leadership capacity.
  • Strong understanding of EOR, staffing, and outsourcing services.
  • Excellent leadership, communication, and negotiation skills.
  • Proven ability to manage client relationships at senior levels and drive account growth.
  • Proficient in CRM systems, MS Office, and reporting tools.

Preferred

  • Prior experience in a recruitment, outsourcing, or HR services company.
  • Knowledge of UAE labor law and workforce solutions.
  • Professional certifications in customer success, sales, or HR (e.g., CIPD, SHRM, CSMP).

What's on Offer

  • Competitive fixed salary + bonus + relocation allowance
  • Career acceleration through structured growth plans
  • Access to training, tools & ongoing support
  • Dynamic, collaborative team with strong purpose
  • Opportunity to deal with top-tier clients

Employment Type

    Full Time

Company Industry

  • Call Center
  • BPO
  • KPO
  • Outsourcing

Department / Functional Area

  • HR
  • Human Relations
  • Industrial Relations

Keywords

  • Key Account Manager
  • EOR
  • Staffing
  • Outsourcing
  • Outsourcing Services
  • Client Relationship
  • Business Development
  • Client Servicing
  • Business Relationship Management
  • Outsourced HR Services
  • HR Service Delivery
  • Contract Negotiation
  • Account Executive

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TERRACOTTA MANPOWER SERVICES - SOLE PROPRIETORSHIP

At Terracotta, we create opportunities for people to reach their potential. This includes our clients, candidates and employees. Our company values of passion, determination, working as a team, enjoying what we do and making a difference are as evident now as they have ever been and are an integral part of our business.

Mr. Amaar - hr

Office 1802, Das Tower Al Bateen, St., Abu Dhabi, 38993, Abu Dhabi Arab Emirates, 38993, +97126661691, Abu Dhabi, United Arab Emirates (UAE)

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