Client Success Administrator
Waccamaw Management, LLC, Wilmington, NC, United States
Client Success & Quality Control Manager
The position can be performed at home or virtually; however the candidate must reside in North Carolina or South Carolina. The Client Success & Quality Control Manager will manage client retention, customer feedback, and service recovery programs, acting as the central owner of customer sentiment data and ensuring consistent action and reporting.
Responsibilities
Own the execution of annual Client Check‑Ins, creating action items 120 days prior to contract dates and ensuring timely completion.
Oversee NPS survey administration, distribution, follow‑up, and documentation.
Ensure all NPS responses (Promoters, Passives, Detractors) receive timely acknowledgment, proper Vantaca documentation, and appropriate outreach for issue resolution.
Track and escale overdue check‑ins and follow‑ups as needed.
Administer onboarding, off‑boarding, 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.
Manage Secretary of State registrations for all associations, SCDCA complaints, and Google review administration.
Assist the Customer Success team.
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.
Salary & Benefits
The salary range for this position is to be determined by the candidate’s qualifications and will be further discussed during the interview process.
The CAMS Compensation Package Includes
Paid Time Off
Company Paid Holidays
Comprehensive medical, dental, and vision plans
401(k)
Life Insurance
Short-term & Long-term Disability
Accident & Critical Illness coverage
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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The position can be performed at home or virtually; however the candidate must reside in North Carolina or South Carolina. The Client Success & Quality Control Manager will manage client retention, customer feedback, and service recovery programs, acting as the central owner of customer sentiment data and ensuring consistent action and reporting.
Responsibilities
Own the execution of annual Client Check‑Ins, creating action items 120 days prior to contract dates and ensuring timely completion.
Oversee NPS survey administration, distribution, follow‑up, and documentation.
Ensure all NPS responses (Promoters, Passives, Detractors) receive timely acknowledgment, proper Vantaca documentation, and appropriate outreach for issue resolution.
Track and escale overdue check‑ins and follow‑ups as needed.
Administer onboarding, off‑boarding, 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.
Manage Secretary of State registrations for all associations, SCDCA complaints, and Google review administration.
Assist the Customer Success team.
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.
Salary & Benefits
The salary range for this position is to be determined by the candidate’s qualifications and will be further discussed during the interview process.
The CAMS Compensation Package Includes
Paid Time Off
Company Paid Holidays
Comprehensive medical, dental, and vision plans
401(k)
Life Insurance
Short-term & Long-term Disability
Accident & Critical Illness coverage
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
#J-18808-Ljbffr