International Client Success Manager

Introduction

Afrishore BPO is looking for an experienced, commercially minded and highly professional Client Success Manager to take ownership of strategic international client relationships and ensure the successful delivery of outsourced services across assigned portfolios.

Direct client management experience across BOTH the United States and United Kingdom markets is a mandatory requirement for this position. Candidates who do not have demonstrable experience managing USA and UK client relationships will not be considered.

This is a senior client-facing role requiring someone who can confidently engage international stakeholders, understand their business objectives, translate expectations into operational priorities and ensure Afrishore consistently delivers against agreed service commitments.

Duties & Responsibilities

The Client Success Manager will act as the strategic connection between our international clients and internal operational teams, ensuring that client expectations are understood, risks are proactively managed and opportunities to strengthen and grow each partnership are continuously identified.

Key Responsibilities

• Own and manage strategic relationships with assigned USA and UK clients .

• Serve as a primary point of contact between international clients and Afrishore's operational and support functions.

• Develop a comprehensive understanding of each client's business, operating environment, objectives, customer expectations and strategic priorities.

• Build trusted relationships with senior client stakeholders through proactive, transparent and commercially focused engagement.

• Conduct structured client meetings, weekly performance reviews, monthly business reviews and executive governance sessions.

• Translate client expectations and requirements into clear operational priorities and measurable deliverables.

• Monitor contractual SLAs, operational KPIs and agreed service commitments across assigned accounts.

• Analyse operational and customer performance data to identify emerging trends, service gaps, risks and improvement opportunities.

• Provide clients with meaningful performance insights rather than simply reporting operational statistics.

• Identify emerging service-delivery risks proactively and coordinate corrective intervention before they materially affect client confidence.

• Manage client escalations from identification through to resolution while maintaining clear and professional communication.

• Coordinate root-cause analysis and corrective action plans for recurring or material service-delivery issues.

• Partner with Operations, Human Capital, Recruitment, Training, Quality Assurance, Workforce Management, IT and other internal functions to deliver against client requirements.

• Track client actions, commitments and deliverables and ensure appropriate internal follow-through.

• Prepare and deliver professional client presentations, business reviews, performance packs and executive updates.

• Facilitate difficult performance conversations professionally where service levels or client expectations are not being achieved.

• Maintain oversight of client-specific projects, change initiatives and new requirements.

• Support the onboarding, implementation and operational readiness of new USA and UK client accounts.

• Coordinate requirements relating to recruitment, training, technology, workforce planning, reporting, quality and operational readiness for new campaigns.

• Manage changes to client requirements and ensure changes are appropriately documented, communicated and implemented.

• Maintain accurate records of client discussions, decisions, risks, commitments and agreed actions.

• Conduct regular relationship-health assessments and identify potential threats to client satisfaction or retention.

• Gather structured client feedback and translate relevant insights into operational improvement initiatives.

• Identify opportunities for additional services, increased headcount, expanded scope and account growth.

• Support commercial discussions relating to service expansion and new business opportunities within existing client accounts.

• Maintain a strong understanding of contractual obligations, SLAs, KPIs and client-specific deliverables.

• Represent Afrishore professionally during client meetings, executive presentations, operational reviews and strategic discussions.

• Build sustainable international partnerships that support client satisfaction, retention, growth and long-term commercial value .

USA & UK Market Experience – Mandatory

This position requires proven experience working directly with clients and stakeholders across both the United States and United Kingdom .

Applicants must demonstrate

• Previous client-facing experience supporting USA-based clients.

• Previous client-facing experience supporting UK-based clients.

• Experience managing professional relationships with international client stakeholders.

• Understanding of the communication and service expectations associated with USA and UK business environments.

• Experience conducting client meetings and performance reviews with international stakeholders.

• Ability to communicate confidently and professionally with senior USA and UK client representatives.

• Experience managing client expectations, escalations and service-delivery concerns across international accounts.

• Ability to work effectively across international time zones.

• Strong understanding of cultural and communication differences when managing international business relationships.

Experience limited solely to South African/domestic client portfolios will not meet the minimum requirements for this position.

Client Governance & Performance Management

The Client Success Manager will maintain structured governance across assigned accounts, including:

• Weekly and monthly client performance reviews

• SLA and KPI performance

• Client satisfaction and relationship health

• Operational risks and dependencies

• Corrective action plans

• Client escalations

• Root-cause analysis

• Service improvement initiatives

• Client commitments and action tracking

• Business reviews and executive reporting

• Account growth opportunities

• Client retention and renewal risks

The successful candidate must be capable of moving beyond simply presenting performance figures. You must be able to explain what the performance means, what is driving it, the potential business impact and what management action is being taken.

Desired Experience & Qualification

Minimum Requirements – Mandatory

• Matric / Grade 12 or equivalent.

• Relevant diploma or degree in Business Management, Operations, Customer Experience, Commerce, Marketing or a related discipline is advantageous.

• Minimum 3–5 years' experience within Client Success, Account Management, Client Services, Customer Success or a comparable client-facing position.

• Previous USA client management experience is mandatory.

• Previous UK client management experience is mandatory.

• Candidates must have demonstrable professional experience working directly with clients across BOTH markets.

• Previous experience within a BPO, contact centre, outsourcing or international service-delivery environment is strongly preferred.

• Proven experience managing senior client stakeholders.

• Demonstrable experience conducting client governance and performance-review meetings.

• Strong understanding of SLAs, KPIs and operational performance management.

• Proven experience managing client escalations and service-delivery challenges.

• Experience preparing and presenting client performance reports and business reviews.

• Strong analytical capability and confidence interpreting operational data.

• Excellent written and verbal English communication skills.

• Strong presentation and executive communication capabilities.

• Strong Microsoft PowerPoint and Excel skills.

• Experience using CRM, reporting or c