Client Success and Quality Control Manager

Associa•Wilmington, NC

1d•Remote

About The Position

CAMS is part of the Associa family. CAMS is on the search for a full-time, Client Success and Quality Control Manager. This position can be performed at home/virtually but MUST live in NC or SC. The Client Success & Quality Control Manager is responsible for overseeing CAMS’ client retention, customer feedback, and service recovery programs. This role serves as the central owner for customer sentiment data, ensuring feedback is acknowledged, tracked, reported, and acted on consistently to protect long-term client relationships. The position manages Client Check-Ins, Net Promoter Score (NPS) surveys, customer feedback channels, quality control of service recovery, and reporting through Vantaca and Power BI, while coordinating closely with Regional and Executive Leadership.

Requirements

Strong working knowledge of Vantaca, SurveyMonkey, Power BI, Excel, and CRM systems
Ability to analyze customer data and translate insights into actionable outcomes
Highly organized with strong follow-through in deadline-driven environments
Exceptional written communication skills, especially in sensitive service recovery situations
Professional judgment when prioritizing, escalating, and communicating across leadership levels
Create raving fans by consistently delivering more value than expected and genuinely caring about the experience you create for people.

Responsibilities

Own execution of annual Client Check-Ins, ensuring action items are created 120 days prior to contract dates and completed timely
Oversee NPS survey administration, distribution, follow-up, tracking and documentation
Ensure all NPS responses (Promoters, Passives, Detractors) receive timely acknowledgment, proper Vantaca documentation and appropriate outreach for issue resolution
Track and escalate overdue check-ins and follow-ups as needed
Administer onboarding, offboarding, onsite, and additional internal and external customer surveys
Ensure Passives and Detractors are addressed within required service recovery timeframes
Validate Service Recovery Plans (SRPs) for completion, quality, and documentation
Provide quality control review of customer-facing communications and notes
Maintain accurate data across Vantaca, SurveyMonkey, Excel, and Power BI
Produce monthly executive reporting on trends, risks, participation, and retention indicators
Manage customer feedback from surveys, escalations, BBB complaints, and Google reviews
Coordinate customer-related follow-ups between Community Managers, RVPs, Operations, and Executive Leadership
Manages Secretary of State registrations for all associations, SCDCA complaints, Google review administration
Assists the Customer Success team.