Client Success Manager

6 days ago

Qesm El Maadi Cairo, Egypt Atheel CX Full time 40,000 - 80,000 per year

Role Overview

The Client Experience Specialist will serve as the primary liaison between clients and Atheel CX, ensuring seamless communication, exceptional service delivery, and a positive end-to-end client journey. This role requires a strong balance of relationship management, analytical insight, and cross-functional collaboration to enhance client satisfaction, drive retention, and support business growth.

Key Responsibilities

Client Relationship Management

  • Act as the primary point of contact for client experience initiatives, inquiries, and escalations.
  • Build and maintain strong, trust-based relationships with clients to ensure long-term partnerships and satisfaction.

Client Feedback & Insights

  • Monitor and evaluate client feedback through surveys, calls, and digital channels.
  • Analyze trends and prepare actionable insights to enhance the client journey and overall satisfaction.

Issue Resolution & Support

  • Resolve client issues promptly, ensuring professional handling and a positive outcome.
  • Support onboarding and implementation processes for new clients, ensuring a smooth and well-coordinated transition.

Contracts, Proposals & Coordination

  • Collaborate with the procurement and legal teams to review and manage client contracts and tenders.
  • Prepare and send proposals aligned with client requirements and company standards.
  • Handover finalized contracts and proposals to the Project Manager for both
    internal and external kick-off meetings
    , ensuring clarity of scope, deliverables, and expectations.

Collaboration & Service Delivery

  • Partner with Operations, HR, Training, and Quality teams to align on client requirements and optimize service delivery.
  • Ensure adherence to company policies, client contracts, and SLA commitments.

Performance Measurement & Reporting

  • Track, measure, and report on client satisfaction, loyalty, and retention metrics.
  • Prepare and present regular reports to management, highlighting client performance, risks, and opportunities.

Continuous Improvement & Growth

  • Identify pain points across the client journey and recommend process enhancements.
  • Explore opportunities for organic growth by suggesting upselling, cross-selling, or service expansion initiatives.

Other Duties

  • Perform other related tasks as assigned to support the overall success of the client experience function.

Requirements

  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum 2 years of experience in Client Success, Customer Experience, or Account Management (preferably within a BPO/contact center environment).
  • Familiarity with
    contracts, tenders, and proposal management processes
    is a plus.
  • Strong communication, negotiation, and conflict resolution skills.
  • An analytical mindset with the ability to interpret feedback and data into actionable strategies.
  • Proven experience collaborating cross-functionally with Operations, HR, Training, and Quality teams.
  • Excellent organizational and reporting skills.
  • Proficiency in MS Office (Excel, PowerPoint, Word).

Preferred Qualifications

  • Background in the contact center or BPO industry.
  • Knowledge of client experience frameworks and methodologies (e.g., NPS, CSAT).
  • Fluency in English (written & spoken).

For more information, send a WhatsApp message to

(mention
Client Success
).

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