Customer Success Operations Specialist ensuring customer satisfaction and operational efficiency through collaboration and operational excellence. Managing inquiries and supply commitments to meet customer expectations.
IB
Hybrid Client Engagement Manager
Posted 4 months ago
About the role
- Client Engagement Manager overseeing client engagement in Africa with a focus on adoption and growth. Collaborating with clients to realize full potential of Intent HQ’s platform.
Responsibilities
- Develop and implement a comprehensive customer success strategy tailored to the African market.
- Lead initiatives across onboarding, adoption, value delivery, renewal, and account expansion.
- Define and track customer success metrics, focusing on ROI realisation and business impact.
- Act as the main day-to-day contact for assigned client accounts, ensuring a high level of satisfaction and engagement.
- Build and maintain strong multi-functional relationships across client stakeholders in marketing, technology, and data teams.
- Serve as a trusted advisor by deeply understanding clients’ goals, challenges, and data maturity.
- Collaborate with the Forward Deployed and Technical teams to ensure effective onboarding and setup.
- Translate client goals into actionable use cases using Intent HQ's capabilities.
- Provide proactive, ongoing support to address client needs and build long-term advocacy.
Requirements
- 10+ years in a client-facing role within customer analytics, digital marketing, decisioning/NBx, CRM, or CDP platforms.
- 3-5+ years of experience with artificial intelligence applications is highly desired.
- Worked with, or direct for Telco companies.
- Proven experience working with large B2C clients; exposure to financial services, telecom, or retail/e-commerce industries is preferred.
- Strong analytical thinking with proficiency in Excel and/or business intelligence tools.
- Excellent communication skills—both verbal and written—with the ability to produce and present client-ready content.
- Comfortable navigating both business and technical conversations with appropriate support.
Benefits
- Support clients in navigating the legal and regulatory landscape across Africa, particularly around data privacy, cross-border data flows, and compliance requirements for handling sensitive customer information.
- Stay informed on evolving regional frameworks and other emerging data protection laws across the region, aligning Intent HQ practices accordingly.
- Assist in building and scaling high-performing teams across the region, with a focus on sales, marketing, and technical roles.
- Contribute to hiring strategies and internal capability development with a strong understanding of the data and analytics talent landscape in Africa.
Job title
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