Remote Client Success & Escalations Manager

Cisive; Annapolis (MD); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Cisive is seeking an experienced Client Services Specialist to act as the escalated contact for client inquiries and account workflows. You will ensure timely delivery of case information, monitor tickets, and provide proactive support in coordination with the Director of Client Services and Case Support Analyst.

The role emphasizes communication, problem solving, and client-focused service, with opportunities to train others and improve processes. Remote/hybrid environment may apply.

Qualifications

• 3–5 years of client relations experience.
• Background screening and/or pre-employment screening experience strongly preferred.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office.
• Salesforce experience and Target Process a plus.
• Ability to multi-task, prioritize, and make sound business decisions.
• Self-motivated and proactive work approach.

Responsibilities

• Serve as the escalated point of contact for client inquiries and account issues.
• Ensure cases and information requests are delivered on time and SLA's are met.
• Perform case research and analysis for internal and external customers.
• Monitor, enter, update, and close Service Center tickets.
• Facilitate cross training of CSRs for client coverage.
• Prepare and analyze monthly account reviews and trends.

Skills

Communication skills

Problem solving

Multi-tasking

Self-motivation

Microsoft Office

Verbal communication

Education

High School Diploma

Associate degree preferred

Tools

Salesforce

Target Process

Job description

Cisive is seeking an experienced Client Services Specialist to act as the escalated contact for client inquiries and account workflows. You will ensure timely delivery of case information, monitor tickets, and provide proactive support in coordination with the Director of Client Services and Case Support Analyst.

The role emphasizes communication, problem solving, and client-focused service, with opportunities to train others and improve processes. Remote/hybrid environment may apply.