Client Success and Quality Control Manager
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.
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.