Customer Relationship Manager

Role Summary

The Customer Relationship Manager (CRM) at Great Place to Work Middle East is responsible for developing, managing and expanding strategic relationships with private and public sector clients in KSA. The role is pivotal in driving revenue growth delivering a world‑class client experience and positioning GPTW as a long‑term culture transformation partner. The CRM acts as a trusted advisor guiding clients from initial engagement through to service delivery certification recognition and ongoing renewal while ensuring alignment between client goals and GPTW solutions. Key Responsibilities

Sales & Business Development

Proactively promote and sell the full suite of Great Place to Work offerings : Certification Culture Assessments Advisory Services Employer Branding Packages and Recognition Programs. Conduct discovery sessions tailored product demonstrations proposal walkthroughs and solution consultations to identify client needs and position GPTW as the ideal partner. Prepare and deliver compelling commercial proposals pricing options and strategic engagement plans in alignment with client goals. Identify qualify and manage sales opportunities across all customer lifecycle stages from lead generation to contract closure.

Client Relationship Management

Build and maintain long‑term consultative relationships with senior HR leaders, C‑suite executives and key influencers. Serve as the main liaison for clients post‑contract coordinating with internal teams to ensure seamless onboarding, project setup and execution. Maintain consistent client communication via calls, emails and in‑person or virtual meetings to monitor satisfaction and business impact.

Account Strategy & Growth

Manage a diverse portfolio of client accounts across sectors and geographies with a focus on retention, growth and service renewal. Develop strategic account plans for high‑value clients identifying opportunities to expand engagement through cross‑sell and upsell of GPTW services. Track and analyze client health scores, culture audit outcomes and program effectiveness to present value‑driven results.

Operational Excellence

Use Zoho CRM to maintain accurate and updated records on lead progress, client interactions, service milestones, contract renewals and feedback. Collaborate with the advisory, research, certification and marketing teams to deliver tailored solutions, insightful culture reports and impactful branding assets. Ensure timely follow‑up on Emprising setup survey deployment, certification timelines and recognition deliverables.

Client Success & Advocacy

Conduct periodic check‑ins and Client Success Reviews (CSRs) to evaluate progress, review survey insights and identify new value opportunities. Support clients in leveraging their Certification or List placement for PR, employer branding, internal engagement and awards submissions. Foster client advocacy by inviting top clients to participate in case studies, testimonials, webinars and GPTW community events.

Market Engagement & Industry Insight

Represent GPTW ME at HR events, regional forums, expos and thought leadership webinars to enhance brand visibility and industry reputation. Stay informed on evolving HR trends, national workforce programs, labor policies and competitor strategies to strengthen client advisory and market positioning.

Performance Reporting & Forecasting

Provide accurate and timely sales forecasts, pipeline activity reports and client updates for internal planning and review. Monitor contract renewals and initiate early engagement strategies to ensure a seamless retention process and long‑term value demonstration. Lead post‑project feedback loops, client satisfaction surveys and corrective action planning where service gaps are identified.

Qualifications & Experience

Bachelor’s degree in Business Administration, HR, Marketing or a related field (MBA is a plus). Minimum 5 years of experience in B2B account management, client services or consultative sales ideally in HR SaaS or research‑based organizations. Proven track record of meeting revenue targets and managing key accounts across diverse markets and industries. Experience with CRM tools and data‑driven sales tracking. Knowledge of workplace culture trends in KSA and familiarity with the government and private sectors is an advantage. Key Skills & Competencies

Strong communication, negotiation and presentation skills. High emotional intelligence and relationship‑building capabilities. Analytical thinking and consultative approach to selling and client servicing. Multitasking, organization and attention to detail in managing projects and deadlines. Strategic mindset with client‑first orientation. Fluency in English required; Arabic is highly preferred.

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