About the role
The Institutional Client Success and Partnerships Lead looks after the institutions that work with Risalat, from first enquiry to programme completion and follow-up. The role combines client communication, coordination of proposals and continuous improvement of the client experience.
Ministries, agencies, project teams and companies return when they receive clear communication and reliable delivery. This role makes sure that happens consistently. Terms are agreed individually.
Responsibilities
- Lead communication with institutional clients and participants.
- Set and monitor service standards for enquiries, proposals and programmes.
- Coordinate tailored proposals and in-house programme requests with the team.
- Manage expectations, issues and escalations calmly and quickly.
- Capture feedback and turn it into improvement actions.
- Build long-term relationships with repeat institutions and partners.
- Keep client records accurate in the enquiries system.
- Report on client satisfaction and recurring issues.
- Support partnerships with training centres and professional bodies.
Outputs and success measures
- Timely, professional responses to clients.
- Coordinated proposals and programme requests.
- Documented handovers and resolved issues.
- Client feedback summaries and improvement actions.
- Repeat and long-term institutional relationships.
What we are looking for
Essential
- Experience in client success, account management or institutional relations.
- Excellent written and spoken English.
- Consultative communication and sound judgement.
- Strong organisation and follow-through.
- Experience coordinating proposals or service delivery.
- Professional, calm approach to issues.
Desirable
- Experience with governments, NGOs or development partners.
- Knowledge of training or consulting services.
- Additional languages such as French or Arabic.
- CRM experience.
Tools and skills
What you gain
- Contact with institutions in many countries.
- A key role in shaping Risalat's client experience.
- Collaboration with consulting and programme teams.
- Scope to grow partnerships responsibilities.
How we work
Employment terms, hours and location are agreed individually. Work is largely remote with communication across time zones.
Assignments, working hours, fees, deliverables and location are agreed in writing before work begins. This listing does not guarantee selection, paid work or a minimum number of assignments. Applicants employed elsewhere must comply with employer policies and disclose conflicts of interest.
Selection process
- Apply online with your CV and a short note on a client relationship you improved.
- We review experience and communication.
- Interviews with the team.
- References and a written offer if selected.
We assess every application on relevance, demonstrated work and current project needs.
Questions
Is this a sales role?
It is a client success role. You coordinate proposals and relationships with clear, ethical communication.
Will I work across time zones?
Yes, our clients are in Africa, Asia, the Middle East, Europe and beyond.
Which systems are used?
Our enquiries system on the website, email and shared documents.