Lead, coach, and develop a team of client specialists
Set clear expectations and drive accountability through observations and performance management
Build a culture of motivation, empowerment, and continuous improvement
Champion an excellent client experience across every team interaction
Take ownership of client issues and drive strategic, complete resolutions
Build client loyalty and retention throughout the program lifecycle
Develop and implement service procedures that improve the client experience and drive revenue
Deliver and exceed performance goals and key metrics
Analyze data and evaluate results to build action plans for improvement or sustained performance
Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews
Monitor schedules, resources, and operational priorities to maintain quality and efficiency
Drive change and adaptability within the team with clarity and enthusiasm
Implement strategic processes that improve service quality and support company priorities
Collaborate with internal and external stakeholders at the director level and above

Proven experience as a customer service manager or team lead in a related field
Experience with customer service software, CRM systems, and operational tools
Experience managing or working alongside BPO teams strongly preferred
Ability to create and present executive-level performance updates
Experience leading remote teams across multiple time zones
Strategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment
Strong written and verbal communication skills across all levels of the organization
Bachelor's degree or related field preferred; relevant experience considered equally

Client Success Manager

Key skills