Head of Client Success (BPO) 5+ years of experience of managing clients in a BPO industry with a big number of headcount employees, fluency in English is a must, good looking and presentability is a must, must have a car to go to client visits
Location: Zahraa Maadi, Cairo
Job Summary:
We are seeking a seasoned professional to lead and enhance our client success function, ensuring exceptional customer satisfaction and long-term client retention.
The Head of Client Success will be responsible for building strong relationships with clients, leading a high-performing team, and developing strategic initiatives that drive client engagement and business growth.
Job Responsibilities
Develop and execute the client success strategy to enhance client engagement, satisfaction, and retention.
Lead and mentor the Client Success Team, fostering a customer-centric culture.
Establish strong relationships with key clients, acting as their strategic partner to ensure their success.
Implement customer success metrics, track performance, and drive continuous improvement.
Collaborate with Sales, Product, and Marketing teams to align client success efforts with business objectives.
Identify and resolve customer pain points, ensuring smooth onboarding and ongoing support.
Drive renewals and upsell opportunities, contributing to revenue growth.
Represent the company in client meetings, events, and industry forums to strengthen brand presence.
Stay updated with industry trends and best practices to continuously innovate client success initiatives.
Key Requirements
Education:
Bachelor's degree in Business, Marketing, Communications, or a related field.
MBA or relevant certifications in Customer Success or Account Management is a plus.
Experience:
5+ years of experience in Client Success, Account Management, or Customer Experience, with at least 2 years in a leadership role.
Proven track record of leading customer success teams and achieving high retention rates.
Experience in HR Solutions or Business Outsourcing industries is a must.
Skills:
Exceptional leadership and team management abilities.
Strong strategic thinking and problem-solving skills.
Excellent communication and relationship-building capabilities.
A data-driven mindset with experience in using Odoo CRM tool is preferred.
Ability to handle escalations and resolve conflicts effectively.
Passion for customer success and continuous improvement.
Certified Customer Success Manager (CCSM) is a plus.
Work Mode: Hybrid
Employment Type: Full-time
Work Condition : 9 to 5 or 10 to 6 / 2 Days off
Benefits: Social Insurance + Variable Incentives + Business Line & Business Phone
Competitive salary
Health insurance (medical, dental, vision)
Professional development opportunities
Flexible work arrangements.
Performance-based bonuses and incentives
If you match the above criteria, send your CV to hr.cvirtues@gmail.com mentioning [HCS.BPO ] in subject line