Customer Relations Executive (SaaS Solutions)

Our client is a fast-growing international technology company delivering mission-critical SaaS and payment infrastructure solutions across the energy and fintech sectors. Their platforms power end-to-end payment ecosystems for Tier 1 organisations across Africa, Europe, and the Caribbean.

With a strong footprint in Francophone territories and an expanding global client base, they are looking for a passionate, client-first professional to champion their customers and drive the next phase of growth.

As Customer Relation Executive, you will own the full post-sale client lifecycle: managing ongoing client requests, resolving technical tickets, identifying growth opportunities, and ensuring seamless service delivery. You will be the bridge between our clients and our internal technical teams — the true voice of the customer.

This role reports directly to the Head of Business Development and is based in their Dubai office, with frequent regional travel.

Client Relationship Management

• Own and nurture long-term relationships with key accounts in energy, fintech, and payment sectors
• Conduct regular virtual and in-person client meetings and business reviews
• Deliver polished presentations and proposals to senior stakeholders
• Act as the primary point of escalation — resolve issues quickly and professionally

Customer Support & Ticket Resolution

• Handle all ongoing client requests end to end — from new service enquiries to technical issues
• Manage and respond to client tickets via Zoho Desk; coordinate with internal technical SMEs and Business Analysts to drive resolution
• Provide accurate quotations and documentation; close transactions efficiently

Delivery Follow-Through

• Ensure clients receive what was committed, on time — actively push internal delivery accountability post-project sign-off
• Coordinate with Project Managers to track and confirm delivery milestones

CRM & Reporting

• Maintain accurate, up-to-date records in Zoho CRM
• Deliver regular pipeline, activity, and satisfaction reports to management
• Share market and competitor intelligence with the wider team

Growth & Expansion

• Identify upsell and cross-sell opportunities within the existing client base
• Support entry into new Francophone regions and market segments
• Represent the company at industry events and client forums

WHO YOU ARE

You are a warm, culturally fluent professional who understands the nuances of doing business with French-speaking clients — not just the language, but the communication style, professional etiquette, and relationship expectations that define Francophone business culture.

You may be a native French speaker, or someone who has lived and worked in France, or built deep professional relationships with French clients. You communicate with clarity and confidence, and you genuinely enjoy turning complex client situations into positive, lasting partnerships.

Must-Have

• Native or highly fluent French speaker with genuine cultural fluency in Francophone business contexts (mainland France, French overseas territories, or Francophone Africa)
• 3–5 years of experience in customer relations, customer success, account management, or B2B support — ideally in SaaS or technology
• Hands-on experience with CRM platforms (Zoho CRM or equivalent)
• Strong written and verbal communication in both French and English
• Ability to manage multiple accounts and requests simultaneously with exceptional organisation
• Comfortable coordinating with technical teams to get client issues resolved
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Open to frequent travel

Nice to Have

• Knowledge of fintech, payment systems, or digital transaction platforms
• Experience with Zoho Desk or other ticketing/helpdesk tools
• Multi-region commercial exposure (Africa, Europe, Caribbean)

Bachelor's degree in Business, Marketing, Finance, Communications, Engineering, or a related field. CRM, account management, or sales certifications are an advantage.

• Work directly with Tier 1 clients across some of the world's most dynamic markets
• A lean, high-impact team where your contribution shapes real outcomes
• Competitive, market-aligned compensation — flexible for the right candidate
• Genuine international exposure with cross-cultural client work
• A company that treats customer relationships as its core asset