Client Success Manager
We are seeking a Client Success Manager to ensure client satisfaction and serve as the primary liaison between clients and internal teams. You will manage a mix of high-volume On-Demand Clients and Foreclosure Law Firm Clients. As client volume grows, this role will evolve into a leadership position, overseeing and building a support team.
Position Overview:
The Client Success Manager ensures client satisfaction and serves as the primary link between clients and internal teams. Reporting directly to the CEO, this role collaborates closely with the Operations Manager, Process Efficiency Manager, and Vendor Manager to streamline workflows, resolve issues, and enhance the overall client experience. Success in this role requires exceptional communication, organizational strength, and a proactive approach to problem-solving.
Key Responsibilities:
1. Client Communication
- Monitor the Service Inbox and respond to client emails promptly and professionally.
- Escalate inquiries to the appropriate division (Operations, Vendor Management, or CEO) and ensure timely resolution.
- Manage the escalation process during Monday board meetings, tracking and closing out client issues.
2. Reporting & Analysis
- Prepare and distribute accurate monthly client activity reports.
- Analyze client trends in partnership with internal teams and recommend process improvements.
3. Onboarding Coordination
- Act as the liaison between Sales (CEO) and Operations to ensure smooth client onboarding.
- Collect client requirements and oversee implementation of client-specific rules and processes.
4. Exception Management
- Monitor and resolve exceptions on client files to maintain high satisfaction.
- Maintain detailed records of exceptions, identifying and addressing recurring issues.
- Present exception trends and recommendations during weekly case management review meetings.
5. Client Engagement
- Plan and execute client appreciation events to strengthen relationships.
- Manage and update distribution lists for effective communication.
- Administer client satisfaction surveys, analyze feedback, and share actionable insights with leadership.
6. Documentation Management
- Maintain and update the client rules spreadsheet, ensuring accessibility for all relevant stakeholders.
- Confirm documentation reflects current practices, client expectations, and compliance requirements.
Qualifications
- 3+ years of experience in client services, account management, or a leadership role in a client-facing environment.
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- Exceptional organizational and time-management skills.
- Strong written and verbal communication abilities.
- Proficiency in Microsoft Office Suite, especially Excel and Word.
- Experience with customer relationship management (CRM) software preferred.
- Ability to manage multiple priorities in a fast-paced environment while collaborating across departments.
Key Competencies
- Client-focused mindset with a commitment to proactive problem-solving and service excellence.
- Strong analytical skills to interpret data and inform strategic decisions.
- Detail-oriented with the ability to manage multiple projects simultaneously.
- Excellent interpersonal skills for building rapport with clients and internal teams.
- Initiative and growth potential to develop into a leadership role and manage a support team.
Working Relationships
The Client Success Manager partners with the Operations Manager, Process Efficiency Manager, Vendor Manager, and CEO to ensure seamless service delivery, efficient issue resolution, and ongoing process improvement.