The Customer Success Manager is responsible for customer success, project governance, and order-to-cash follow-up across Zain Group and OpCo projects. The role will ensure strong client communication, timely delivery coordination, acceptance tracking, invoicing follow-up, and escalation management to improve customer satisfaction, revenue recognition, and project execution.
Responsibilities:
Customer Success & Communication
- Act as the main coordination point for customer updates across active Zain Group and OpCo projects.
- Ensure regular communication with clients on project status, risks, dependencies, and next steps.
- Improve customer experience by proactively addressing issues before escalation.
Order-to-Cash Governance
- Track the full project lifecycle from PO issuance to delivery, acceptance, invoicing, and collection.
- Follow up on pending POs, SOFs, delivery milestones, acceptance certificates, invoices, and payment status.
- Coordinate with Sales, Delivery, Finance, Legal, Procurement, and Business Units to remove blockers.
Project Delivery Follow-up
- Monitor project progress with delivery teams and ensure timelines are updated and communicated.
- Highlight delivery delays, pending actions, risks, and dependencies to the account owner and BU leaders.
- Maintain a clear project tracker covering status, owner, timeline, commercial value, and next action.
Escalation Management
- Identify issues early and escalate internally when support is needed from BU, Finance, Legal, or senior management.
- Ensure escalations are documented, followed up, and closed with clear ownership.
Revenue Recognition Support
- Support timely revenue recognition by ensuring project milestones, acceptance documents, and invoicing requirements are completed.
- Work closely with Finance and Delivery teams to minimize delays in billing and collection.
Reporting & Governance
- Prepare weekly project status reports covering delivery, commercial, financial, and customer success updates.
- Support monthly governance reviews with Zain Group and OpCos.
- Maintain dashboards for pipeline-to-delivery, order-to-cash, pending approvals, and escalations.
Our Culture & Code of Conduct:
At ZainTECH, we take pride in a culture built on collaboration, innovation, and uncompromising integrity. We are looking for individuals who share these values and are committed to customer-centricity and ethical excellence. All employees are expected to uphold our Code of Conduct, which serves as a guiding framework for responsible behavior across everything we do — from how we work with each other to how we engage with clients and partners globally.
Requirements
- 5+ years of experience in customer success, project coordination, account management, PMO, or delivery governance.
- Strong understanding of AI, ICT, cloud, cybersecurity, managed services, and digital transformation projects.
- Experience managing enterprise customers and internal cross-functional teams.
- Strong follow-up, communication, reporting, and escalation management skills.
- Ability to work with senior stakeholders across Sales, Delivery, Finance, Legal, Procurement, and Business Units.
- Experience working with telecom operators or enterprise technology customers.
- Knowledge of order-to-cash, project acceptance, invoicing, and revenue recognition processes.
- Bachelor’s degree in Business Administration, IT, Management, or a related field
- PMP, ITIL, or customer success certification is a plus.
Skills Required
- 5+ years of experience in customer success, project coordination, account management, PMO, or delivery governance
- Strong understanding of AI, ICT, cloud, cybersecurity, managed services, and digital transformation projects
- Experience managing enterprise customers and cross-functional internal teams
- Strong follow-up, communication, reporting, and escalation management skills
- Ability to work with senior stakeholders across Sales, Delivery, Finance, Legal, Procurement, and Business Units
- Experience working with telecom operators or enterprise technology customers
- Knowledge of order-to-cash, project acceptance, invoicing, and revenue recognition processes
- Bachelor's degree in Business Administration, IT, Management, or related field
- PMP, ITIL, or customer success certification
What We Do
ZainTECH is a regional integrated digital solutions provider, unifying Zain Group’s ICT assets to offer a unique value proposition of comprehensive digital solutions and services under one roof. The company is positioned to drive the transformation of enterprise and government customers in the MENA region by providing a center of excellence and managed solutions across the ICT stack, including cloud, cybersecurity, modern infrastructure, big data, IoT, AI, smart cities, drones and robotics, and emerging technologies. ZainTECH leverages Zain’s global reach, unique regional footprint, and infrastructure across its operations in Kuwait, Saudi Arabia, Bahrain, Jordan, Iraq, and the United Arab Emirates, as well as in other key markets in the Middle East. ZainTECH forms a key pillar in the evolution of Zain’s core telecom business to maximize value and build on the company’s many strengths to selectively create and invest in growth verticals beyond standard mobile services. This ultimately supports Zain’s vision of becoming a leading ICT and digital lifestyle provider.
