Overview
Ensure an exceptional experience for customers and partners by overseeing operational delivery, providing comprehensive post-sales support, and managing complex projects from bid to fulfilment. In the Middle East region.
This role is instrumental in building, strengthening and maintaining relationships with strategic accounts and driving long-term value.
The Escode Division
The Escode, part of NCC Group’s family of brands is a leading global provider of provider of Software Escrow, IP Escrow and Verification Services with over 18,000 customers worldwide and offices all over the world.
With more than 40 years' experience, our story begins in 1988 when we identified that businesses were becoming increasingly technology-dependent, but no safety mechanism existed to protect those using the software applications or even the vendors themselves. As creators of the software escrow category, we are proud to be in the position to set standards for the wider industry and shape and influence its direction.
Take a look at our website here to learn more about Escode: https://www.escode.com
Key Responsibilities:
Customer & Partner Experience
Champion a customer-first approach across all touchpoints.
Ensure consistent, high-quality interactions that build trust and satisfaction anticipating the needs of the customer.
Act as a key escalation point for customer concerns and resolution
Build long-term relationships to encourage repeat business with a focus on managing the day to day relationship with ISVs and our channel partners, such as ESOP.
Project & Setup Coordination
Oversee the delivery of services or products to customers.
Collaborate with sales to understand deal terms.
Create onboarding plans tailored to each customer.
Coordinate with internal teams to ensure operational readiness and excellence that meets customer expectations.
Manage timelines, resources, risks, and stakeholder communications.
Ensure projects are delivered on time and within scope.
Strategic Account Management
Build and maintain strong relationships with key accounts. Understand client goals and align services to support their strategic objectives.
Identify growth opportunities and support upsell/cross-sell initiatives.
Performance Monitoring
Track customer engagement metrics (e.g., satisfaction, retention).
Report on progress and outcomes to leadership.
Address issues proactively to prevent churn.
Functional and Technical Skills:
Proven experience in customer delivery or account management
Strong stakeholder management and communication skills.
Ability to navigate complex customer environments and influence outcomes.
Experience working across sales, operations, and service teams.
Customer-centric mindset with the ability to handle multiple customer accounts
Familiarity with CRM and project management tools.
Project management experience across the full project cycle on complex sales deals is required
Experience of working with organisations in the Middle East is strongly desirable
Proficiency in Arabic (desirable)
About your application
We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.
If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Policy (candidate-privacy-notice-261023.pdf (nccgroupplc.com)). We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.
Please note that this role involves mandatory pre-employment background checks due to the nature of the work NCC Group does. To apply, you must be willing and able to undergo the vetting process. This role being advertised will be subject to BS7858 screening as a mandatory requirement.