Client Success Management Manager - BPO

We are looking for a results-driven Manager – Client Success Management to lead strategic client relationships and drive business growth. This role is critical in ensuring client satisfaction, maximizing account value, and aligning cross-functional teams to deliver outstanding service and measurable results.

Key Responsibilities

• Build and maintain strong, long-term relationships with assigned clients to maximize business value.
• Act as the primary point of contact for key accounts, managing complex client needs and transactions.
• Collaborate closely with internal teams including Sales, Design, Creative, Marketing, Advertising, Logistics, and Operations to ensure seamless service delivery.
• Develop and execute strategic account plans to improve client performance and outcomes.
• Identify and pursue opportunities to grow existing accounts through upselling and cross-selling.
• Set revenue targets and drive execution plans to achieve and exceed them.
• Monitor market trends and competitor activities to proactively retain and grow clients.
• Oversee accounts receivable collections in coordination with the Finance team.
• Manage invoice disputes related to taxes, discounts, or non-contractual items.
• Lead contract renewals, annexes, scope changes, pricing adjustments, and negotiations in coordination with the Governance team.
• Coordinate salary adjustment negotiations related to headcount requirements with HR.

Required Skills & Competencies

Core Competencies

• Forward Thinking
• Business Acumen
• Customer Centricity
• Internal & External Networking
• Team Empowerment & Development

Technical Skills

• Market Research & Analysis
• Performance Reporting
• Financial Budgeting Processes
• Commercial Awareness
• Client Satisfaction Management

Qualifications

• Bachelors Degree (required)
• Postgraduate degree is a strong plus

Experience Requirements

• Total Professional Experience: 12–15 years
• Management Experience: 10–13 years

Language Skills

• Arabic: Proficient
• English: Proficient