Client Success Lead, Contact Center Growth

MCI Careers; Dallas (TX); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

PTO

Health Benefits

Retirement Savings

Career Growth

Paid Training

Casual Dress Code

Incentives & Rewards

Job summary

MCI is seeking a Client Services Manager to serve as the primary liaison between our BPO contact center and clients. You will manage expectations, ensure service delivery, and drive account growth by building strong partnerships and delivering results.

The ideal candidate will have a bachelor’s degree and 3+ years in client services or account management within a BPO or contact center, plus strong communication and CRM skills. This is a client-facing role focused on growth and service excellence.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field (preferred).
• 3+ years of experience in client services or account management in a BPO or contact center.
• Strong relationship management and communication skills.
• Ability to analyze data and present insights to clients.
• Experience managing multiple client accounts simultaneously.
• Familiarity with CRM tools and reporting platforms.

Responsibilities

• Serve as the main point of contact for assigned client accounts.
• Ensure service delivery aligns with client expectations, SLAs, and KPIs.
• Conduct regular business reviews and performance presentations with clients.
• Collaborate with operations, QA, and training teams to resolve issues and implement improvements.
• Identify opportunities for account growth and upselling additional services.
• Manage client onboarding, transitions, and change requests.
• Monitor client satisfaction and proactively address concerns.

Skills

Relationship management

Communication

Data analysis

Account management

CRM tools

Education

Bachelor's degree in Business/Communications or related field

Tools

CRM platforms

Job description

MCI is seeking a Client Services Manager to serve as the primary liaison between our BPO contact center and clients. You will manage expectations, ensure service delivery, and drive account growth by building strong partnerships and delivering results.

The ideal candidate will have a bachelor’s degree and 3+ years in client services or account management within a BPO or contact center, plus strong communication and CRM skills. This is a client-facing role focused on growth and service excellence.