Client Success Manager

Frontline Call Center

7d•Remote

About The Position

We are seeking a professional, personable, and detail-oriented Client Success Manager (CSM) to support one of our dedicated accounts. In this role, you will serve as the primary liaison between the client and Frontline Call Center operations, advocating for both client needs and agent success. You will manage all aspects of assigned client accounts, provide day-to-day agent support, analyze performance trends, and collaborate cross-functionally to ensure exceptional service delivery. This role requires strong communication skills, operational awareness, and the ability to work independently while managing multiple priorities in a fast-paced environment.

Requirements

Proven experience in call center operations, client success, or account management
Strong communication, coaching, and interpersonal skills
Ability to analyze performance data and identify trends
Comfortable multitasking and working independently
Experience supporting agents in real-time production environments
Proficiency with reporting tools, ticketing systems, and virtual collaboration platforms
Quiet, distraction-free work environment
Employee-maintained desktop computer meeting the following minimum specifications: Dual monitors 12GB DDR4 RAM 256GB SSD (upgradable storage) RJ-45/Ethernet and HDMI connectivity
High-quality USB headset compatible with desktop setup
Reliable phone access for work-related calls
Reliable method to contact the Employee Call-Out Line
Hardwired internet connection with: 20 Mbps download speed or higher 10 Mbps upload speed or higher 20 ms latency or less

Responsibilities

Oversee department, staff and client as main point of contact
Monitor call queues to ensure service level goals (SVL) are met or exceeded
Track agent performance metrics including volume, handle time, and ACW to maximize efficiency
Respond to agent questions via chat and provide real-time coaching
Identify and communicate real-time and historical account trends
Answer calls as needed to support coverage
Assist agents with customer follow-ups on previously submitted support tickets
Communicate training, knowledge gaps, or support needs to Operations
Provide Tier 2 (T2) backup support on an as-needed basis
Maintain up-to-date process knowledge through ongoing T2 training
Receive client requests and coordinate with Operations
Respond to coaching issues and scheduling changes
Notify appropriate teams of account updates or revisions via email or internal reporting tools
Train new hires and existing agents as needed
Conduct test calls and coaching sessions upon client request
Request agent skill assignments after successful training completion
Oversee agent onboarding reviews
Participate in or support disciplinary actions as requested by the Operations Manager
Complete daily client reports
Assist with pulling account-specific data for Operations or the client
Verify daily that ticketing systems are properly syncing between internal tools and client systems
Participate in bi-weekly client meetings – camera required
Lead or attend occasional virtual client trainings
Attend weekly one-on-one meetings with the Operations Manager
Collaborate weekly with Supervisors, Account Managers, and QA teams
Participate in bi-weekly meetings with dedicated agents
Support special projects as requested by the client or Operations