• Conduct regular check-ins, quarterly business reviews, and account audits for high-value customers to assess needs, drive satisfaction, and ensure retention. • Build and manage relationships with high-ticket customers by setting clear expectations, addressing challenges, and delivering tailored solutions. • Lead and execute on-time client implementations while ensuring seamless onboarding and integration for select clients with growth potential. • Effectively communicate best practices, strategies, and product insights to clients and internal teams to optimize customer success. • Act as a key liaison for customer feedback, translating business needs and product requirements into actionable solutions. • Maintain close collaboration with internal teams to ensure alignment, streamline processes, and meet customer expectations. • Configure, test, and validate customer accounts to confirm that products meet business needs and function as intended. • Work cross-functionally within the teams across the organization to share knowledge, provide updates on customer engagements, and ensure smooth customer experiences. • Adapt quickly to product updates, feature releases, and changes, providing strategic communication to enterprise customers, endorse partners, Top Affiliates and other businesses under your book of business. • Identify missed opportunities within customer accounts, driving adoption and maximizing value through proactive training and support. • Consult with clients on priorities related to upcoming feature roadmaps and product enhancements. • Proactively identify opportunities to improve processes, enhance revenue, and boost product efficiency. • Demonstrate technical acumen by developing workable solutions aligned with customer goals. • Resolve issues and risks through collaborative, cross-functional efforts. • Stay up to date with product developments, maintain expertise in features and functionality, and deliver consistent education to customers. • Exhibit a team-oriented attitude and a strong passion for customer success. • Take ownership of short-turnaround projects and deliver results under tight deadlines. • Continuously improve customer relationship management processes to ensure optimal customer outcomes.

• Own and manage a portfolio of accounts across SMB, Mid-Market, and Enterprise segments • Maintain a deep understanding of each client’s business, objectives, and use of the platform • Establish strong executive and operational relationships within each account • Serve as the primary point of accountability for overall client outcomes • Own the end-to-end renewal process in partnership with Sales and RevOps • Drive proactive renewal strategy through 180/120/90/75/60/30-day planning cycles • Identify risks early and execute mitigation strategies to protect revenue • Achieve and exceed Gross Renewal Rate targets • Continuously monitor and manage customer health using defined scorecards and KPIs • Identify At Risk and Concern accounts and take immediate action • Lead Remediation and Prevention Plans with clear actions, owners, and timelines • Ensure clients are effectively adopting core and advanced product capabilities • Align platform usage to client business outcomes and operational workflows • Drive increased product utilization, feature adoption, and stickiness • Conduct QBRs and ongoing value reviews with a forward-looking, strategic focus • Identify upsell and cross-sell opportunities based on usage, gaps, and business needs • Generate and qualify Client Success Qualified Leads (CSQLs) for Sales • Partner with Sales to position expansion opportunities and support deal progression • Act as the voice of the customer internally across Product, Engineering, Support, and Leadership • Escalate and drive resolution of critical issues impacting client experience • Ensure consistent, high-quality engagement and responsiveness • Advocate for improvements that enhance customer value and satisfaction • Partner with Product & Engineering to influence roadmap and resolve product gaps • Collaborate with Support to ensure SLA adherence and issue resolution • Align with RevOps on renewal tracking, forecasting, and reporting accuracy • Work with Sales on expansion strategy and commercial alignment • Develop and maintain deep proficiency in the TrackTik platform and ecosystem

• Guide organizations through the evaluation, design, and implementation of Microsoft Dynamics 365 CE solutions. • Conduct discovery sessions and requirements gathering workshops. • Develop actionable project plans and Statements of Work (SOWs). • Oversee implementation projects to ensure alignment with timelines and functional requirements. • Utilize Microsoft Power Automate for workflow automations. • Identify integration points between Microsoft Dynamics and third-party applications. • Develop tailored training materials and conduct sessions for end-users.

Role Description 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. - 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. Qualifications - 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. Benefits - 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