Client Success Manager - Quality Assurance Position

Full Job Description

As the Client Success Manager - Quality Assurance, you will play a crucial role in ensuring our clients receive the highest standard of service across their interactions with our team. You will work closely with our Account Managers and Account Strategists to create and maintain the standards that define an excellent client experience. Your primary responsibilities will involve monitoring and analyzing client communications, identifying areas for improvement, and providing actionable feedback to enhance our client interactions.

Job Responsibilities

● Listen to and review client phone conversations, identifying key areas for improvement

such as proper introductions, rapport-building, and active listening

● Review written communications on platforms like Basecamp, email, and other client

interaction tools to ensure high-quality service standards are met

● Flag instances where the team fails to address client issues or concerns adequately and

identify patterns of negative interactions

● Identify irate or dissatisfied customers and assess the frequency and cause of these

interactions

● Develop and provide tools, resources, and training materials to the team to help

proactively avoid negative situations and improve communication skills

● Generate biweekly reports summarizing observations, areas for improvement, and

actionable recommendations for the team to implement

● Collaborate with Account Managers and Account Strategists to ensure a seamless and

positive client experience across all touchpoints

Job Requirements

● Proven experience in customer service, client success, or a quality assurance role,

preferably within a digital marketing or sales environment

● Strong analytical skills and attention to detail, with the ability to identify trends and

patterns in client interactions

● Excellent communication skills, both written and verbal, with the ability to provide clear

and constructive feedback

● Familiarity with client management tools such as Basecamp, CRM systems, and other

communication platforms

● Ability to work independently and manage time effectively in a remote, contract-based

role

● A proactive and solution-oriented mindset with a focus on continuous improvement

Skills Required

• Customer Support - Expert
• Analytics - Expert

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