Client Success Manager - Live Answering Services
About The Position
Join a team that’s growing, evolving, and redefining what exceptional client support looks like. As a Client Success Manager for CMS, you will be at the center of strengthening collaboration between client-facing departments, fostering a positive and client-focused culture, and reshaping how we onboard our clients. This role is perfect for someone who loves improving processes to create smoother, more effective client experiences. You will help streamline account implementation, support proactive client engagement, and act as a liaison between departments. You’ll play a key part in structuring workflows, helping teams work together to address client needs, and supporting initiatives like training, documentation, reporting, quality assurance, and special projects. You’ll also assist with internal communication, onboarding new clients, and helping retain our current clients by building a team that delivers outstanding customer service. You will manage a team of 7-10 individuals. Who is Continental Message Solution? Continental Message Solution (CMS) is an established answering service with over 50 years in business and 0 layoffs, now growing into a full-service contact center. Many of our team members started as frontline agents and have built long, successful careers as the company continues to evolve. We pride ourselves on being a caring, people-focused, and fun community, where hard work and resilience are valued and there’s little tolerance for corporate BS. While some days can be challenging, every day brings something new, and everyone is committed to making CMS a truly great company.
Requirements
- Sympathetic, flexible, adaptable
- Good communicator and organized
- Positive attitude and willingness to learn
- Excellent time management skills
- Strong collaborator
- Responsive, proactive, reliable, and detail-oriented
- Ability to “go with the flow” and adapt
- Empathetic
- Good personal work ethic
- Strong business acumen
- Management experience
- Coaching and team building
- Training experience
- Problem solving
- Client-focused industry experience
- Creating/documenting SOPs and client relations
- Project management and client account management
- Experience with internal training and documentation
- Cross-department collaboration
- Experience collaborating with sales departments
- Reporting and analytics
- Zoho or similar CRM experience
- Resiliency
Responsibilities
- Streamline account implementation
- Support proactive client engagement
- Act as a liaison between departments
- Structuring workflows
- Helping teams work together to address client needs
- Supporting initiatives like training, documentation, reporting, quality assurance, and special projects
- Assist with internal communication
- Onboarding new clients
- Helping retain our current clients by building a team that delivers outstanding customer service
- Manage a team of 7-10 individuals
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
