Service Account Manager📣 Job Ad

About the Role

Proactive Global is seeking a Service Account Manager to oversee and grow the Customer Services business in the Makkah region, specifically in Jeddah and Makkah. This full-time role requires a professional with strong financial acumen and leadership skills to drive sales, profitability, and operational efficiency within the customer service sector.

Key Responsibilities

• Lead and grow Customer Services business sales and profitability.
• Identify talent and provide coaching, mentorship, and development to the team.
• Oversee the overall sales and profitability of the Customer Service (CS) business in the country.
• Meet or exceed monthly and annual Sales and EBT budgets through effective service sales strategies.
• Take ownership of all customer service enquiries and orders to maximize revenue opportunities.
• Collaborate with the SE&MEA CS Business Unit to drive growth and operational efficiency across the region.
• Implement sales and operational initiatives from Global and Regional CS teams to enhance service performance.
• Maintain a high contract/SLA retention rate by delivering service quality.
• Utilize technical expertise and leadership skills to coach, train, and motivate the service team.
• Build trust and long-term relationships through active and regular customer engagement.
• Oversee all customer interactions across Business Units (BUs) and service lines for seamless operations.
• Ensure full adoption and utilization of global platforms (CMMS, RPT, Salesforce, SharePoint, GPR, etc.).
• Act as the single point of contact (SPOC) for escalation management, working with SSI and customer organizations.
• Enhance the field service team’s technical expertise and soft skills, including customer service and communication.
• Achieve high utilization rates for the field service team to maximize efficiency and productivity.
• Champion a strong Health, Safety, and Environment (HSE) culture while ensuring compliance with all safety metrics.

Qualifications and Experience

Candidates for this role should possess 5-10 years of relevant experience. Strong financial acumen and proven leadership capabilities are essential for success in managing and growing the customer service business.

Required Skills

• Leadership and team development.
• Financial acumen and budget management.
• Strategic sales planning and execution.
• Customer relationship management and engagement.
• Operational efficiency and process improvement.
• Technical expertise and coaching abilities.
• Proficiency with global platforms (CMMS, RPT, Salesforce, SharePoint, GPR).
• Escalation management and problem-solving.
• Strong communication and interpersonal skills.
• Commitment to Health, Safety, and Environment (HSE) standards.

Work Environment

This is a full-time position based in the Makkah region, covering operations in Jeddah and Makkah. The role involves working within a dynamic environment focused on customer service excellence and business growth.

Application Process

Further details regarding the application process and salary will be disclosed to qualified candidates.