Job description
Bevatel is hiring a Senior Customer Success Specialist to join its dynamic team. Website: https://www.bevatel.com/ Location: Dokki-Giza (Totally on-site) Key Responsibilities:
- Team Leadership & Mentorship Provide day-to-day guidance to the CS team, ensuring all specialists adhere to the established workflows (Welcome calls, training, and follow-ups). Conduct regular coaching sessions to improve the team's communication, de-escalation, and upselling skills.
- High-Level Account Management (Top Tier Clients) Directly manage the company’s most valuable or complex accounts, ensuring their long-term success and loyalty. Serve as the final point of escalation for critical customer issues that junior staff cannot resolve.
- Strategy & Process Optimization Develop and refine the "Customer Journey" to improve efficiency and satisfaction. Design and implement the CSAT and Exit Interview forms (mentioned in points 6.0.3 & 6.0.7) and analyze the data to provide actionable insights to management.
- Performance Analysis & Reporting Monitor team KPIs (Response time, Churn rate, Upsell revenue, and CSAT scores). Prepare weekly/monthly reports for management on team performance and customer health trends.
- Cross-Departmental Liaison Act as the main bridge between the CS team and other departments (Product, Technical Support, and Sales) to ensure customer feedback is translated into product improvements.
- Advanced Churn Prevention & Retention Strategy Analyze churn patterns and develop proactive "Retention Playbooks" for the team to use when customers are at risk. Direct involvement in high-stakes negotiations to prevent cancellations.
- Revenue Growth (Upselling & Cross-selling) Set targets for the team regarding account expansion and upselling. Identify large-scale opportunities for growth within the existing customer base.
Requirements
4-6 years in Customer Success or Account Management, with at least 1-2 years in a senior or supervisory role. Leadership Skills: Proven ability to lead a team, delegate tasks, and motivate staff to achieve targets. Analytical Thinking: Strong ability to interpret data (from CSAT, Churn, and Sales) to make strategic decisions.
Communication: Master-level negotiation and de-escalation skills.
Education
Bachelor’s degree in Business Administration, or a related field.
Benefits
Enjoy peace of mind with our robust health coverage and additional social benefits. Dynamic Working Environment: Thrive in a collaborative and innovative workspace that encourages creativity and teamwork. Continuous Learning Opportunities: Access professional development programs, workshops, and courses to help you grow your skills and advance your career.