Senior Account Manager

We’re hiring a Senior Client Success professional to join our internal team at NOK Human Capital and elevate client experience, retention, and revenue growth from our Zahraa El-Maadi HQ.

Job Summary

As Senior Client Success , you will own day-to-day client satisfaction and retention outcomes across an assigned portfolio. You’ll lead onboarding, drive product/service adoption, run QBRs, monitor health and SLAs, resolve escalations, and proactively identify upsell/cross-sell opportunities in partnership with Sales, Operations, and Marketing.

Job Responsibilities:

• Manage a portfolio of B2B accounts, acting as the primary point of contact and trusted advisor.
• Plan and execute onboarding and adoption programs; track usage, value realization, and milestones.
• Run regular business reviews (QBRs), presenting KPIs, insights, and growth recommendations.
• Proactively monitor health scores, risks, and SLAs; own issue resolution and follow-through.
• Identify expansion opportunities (upsell/cross-sell) and coordinate with Sales to close.
• Map stakeholders, build executive relationships, and maintain account plans.
• Analyze churn/retention drivers; implement playbooks to reduce risk and improve CSAT/NPS.
• Maintain accurate CRM hygiene (activities, forecasts, renewal timelines, next steps).
• Produce clear reports and dashboards on portfolio performance and client outcomes.
• Stay current on competitive offerings and market trends to inform client strategy.

Key Requirements:

• Education: Bachelor’s degree in Business, Marketing, or related field (Master’s is a plus).
• Experience: 3–4 years in B2B Client/Customer Success, Account Management, After-Sales, or Customer Experience (IC role; informal mentoring is a plus).
• Industry Exposure (preferred): B2B services, SaaS, logistics, technology (fintech/edtech/healthtech), and B2B tech startups; exposure to hotels, BPO, FMCG, or logistics is valued.
• Tools: CRM/Ticketing (e.g., Salesforce/HubSpot/Zoho CRM, Zendesk/Freshdesk, Odoo/Pipedrive).
• Skills: Client relationship management, retention & expansion, onboarding/adoption, stakeholder management, KPI reporting & analysis, problem-solving, conflict resolution, presentation.
• Languages: English (must); French (plus). Other: Tech-savvy, strong communication and negotiation, client-obsessed, proactive, results-driven.

Job Conditions:

• Location: NOK HC Head Office, Zahraa El-Maadi (Egypt)
• Work Mode: On-site
• Employment Type: Full time
• Days Off: 2 per week
• Working Hours: 8 hours/day; flexible schedule
• Start Date: ASAP
• Nationality: Egyptian (required)

Work Benefits

• Medical Insurance
• Social Insurance
• Mobile: Company SIM + phone
• Transportation: Reimbursed for client meetings per company policy