Client Success Manager
Duties & Responsibilities:
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Recruit, mentor, coach, and develop Client Success Specialists while fostering a culture of accountability, engagement, and continuous improvement
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Analyze, compile, and present call center performance data; ensure accuracy of reporting and database integrity
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Develop and manage training plans, meeting agendas, and onboarding programs critical to departmental success
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Plan, prioritize, and delegate workflow to ensure operational efficiency and service-level adherence
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Support specialists during complex or escalated client interactions; resolve issues beyond frontline authority
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Develop and execute strategies to meet or exceed departmental KPIs
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Design and implement client satisfaction surveys and scoring methodologies to drive service improvements
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Monitor team performance and service levels; implement corrective action plans when necessary
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Review client accounts to identify improvement opportunities and provide procedural guidance to staff
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Create, maintain, and enforce departmental documentation, SOPs, and compliance standards
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Conduct monthly one-on-one coaching sessions with direct reports
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Ensure timely resolution of escalated internal and external client matters
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Collaborate with cross-functional leaders to improve overall client success and retention
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Ensure accurate and timely completion of employee timecards
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Perform additional duties as assigned to support department operations.
Education & Skills:
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Bachelor’s degree in Business Administration or a related field (preferred)
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2–5 years of experience in a call center management role (required)
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2–5 years of experience in a call center environment (required)
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Strong knowledge of people management, performance metrics, and operational best practices
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Demonstrated analytical, decision-making, and problem-solving skills
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Advanced organizational and time-management abilities
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Proficiency in Microsoft Office, SharePoint, CRM/client service platforms, and reporting tools
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Excellent written and verbal communication skills
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Bilingual (Spanish) preferred
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Career development and advancement opportunities