Client Success Lead

Job Summary

To enhance client satisfaction and streamline operations, the full-time remote Client Success & Resolution Lead will proactively identify and resolve client concerns, coordinate between various teams, and implement standardized procedures to improve the overall client experience.

Key responsibilities

• Monitor and analyze client concerns, operational issues, and billing-related dissatisfaction to recommend improvements
• Serve as the primary contact for escalated client disputes, ensuring timely and professional resolutions
• Develop and implement standardized client experience and dispute resolution procedures across all offices

Required qualifications

• Bachelor's degree in finance, business, communications, operations, or a related field; MBA or relevant certifications preferred
• Advanced Excel and data analysis skills, with experience in Salesforce and case management systems
• Strong understanding of financial concepts related to billing structures and collections
• Proven expertise in conflict resolution and de-escalation
• Ability to build and maintain KPI dashboards and reporting tools