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
