Client Success Manager - BPO

Role OverviewThe 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 ResponsibilitiesClient Relationship ManagementAct 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 & InsightsMonitor 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 & SupportResolve 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 & CoordinationCollaborate 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 DeliveryPartner 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 & ReportingTrack, 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 & GrowthIdentify 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 DutiesPerform other related tasks as assigned to support the overall success of the client experience function.RequirementsBachelor’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 QualificationsBackground 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 01501969794 (mention Client Success).