Senior Customer Success Specialist

Bevatel is hiring a Senior Customer Success Specialist to join its dynamic team.

Website:

Location: Dokki-Giza (Totally on-site)

Key Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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

Experience: 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

• Comprehensive Social & Medical Insurance: 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.