Senior Account Manager

3 days ago

Qesm El Maadi Cairo, Egypt NOK Human Capital Full time 120,000 - 180,000 per year

We're hiring a Senior Client Success professional
to join our internal team at
NOK Human Capital
and elevate client experience, retention, and revenue growth from our Zahraa El-Maadi HQ.

Job Summary

As
Senior Client Success
, you will own day-to-day client satisfaction and retention outcomes across an assigned portfolio. You'll lead onboarding, drive product/service adoption, run QBRs, monitor health and SLAs, resolve escalations, and proactively identify upsell/cross-sell opportunities in partnership with Sales, Operations, and Marketing.

Job Responsibilities:

  • Manage a portfolio of B2B accounts, acting as the primary point of contact and trusted advisor.
  • Plan and execute onboarding and adoption programs; track usage, value realization, and milestones.
  • Run regular business reviews (QBRs), presenting KPIs, insights, and growth recommendations.
  • Proactively monitor health scores, risks, and SLAs; own issue resolution and follow-through.
  • Identify expansion opportunities (upsell/cross-sell) and coordinate with Sales to close.
  • Map stakeholders, build executive relationships, and maintain account plans.
  • Analyze churn/retention drivers; implement playbooks to reduce risk and improve CSAT/NPS.
  • Maintain accurate CRM hygiene (activities, forecasts, renewal timelines, next steps).
  • Produce clear reports and dashboards on portfolio performance and client outcomes.
  • Stay current on competitive offerings and market trends to inform client strategy.

Key Requirements:

  • Education:
    Bachelor's degree in Business, Marketing, or related field (Master's is a plus).
  • Experience:
    3–4 years
    in B2B Client/Customer Success, Account Management, After-Sales, or Customer Experience (IC role; informal mentoring is a plus).
  • Industry Exposure (preferred):
    B2B services, SaaS, logistics, technology (fintech/edtech/healthtech), and B2B tech startups; exposure to hotels, BPO, FMCG, or logistics is valued.
  • Tools:
    CRM/Ticketing (e.g., Salesforce/HubSpot/Zoho CRM, Zendesk/Freshdesk, Odoo/Pipedrive).
  • Skills:
    Client relationship management, retention & expansion, onboarding/adoption, stakeholder management, KPI reporting & analysis, problem-solving, conflict resolution, presentation.
  • Languages:
    English (must); French (plus).
    Other:
    Tech-savvy, strong communication and negotiation, client-obsessed, proactive, results-driven.

Job Conditions:

  • Location:
    NOK HC Head Office, Zahraa El-Maadi (Egypt)
  • Work Mode:
    On-site
  • Employment Type:
    Full time
  • Days Off:
    2 per week
  • Working Hours:
    8 hours/day; flexible schedule
  • Start Date:
    ASAP
  • Nationality:
    Egyptian (required)

Work Benefits

  • Medical Insurance
  • Social Insurance
  • Mobile:
    Company SIM + phone
  • Transportation:
    Reimbursed for client meetings per company policy

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