Client Success Manager: Escalations & Solutions

Exclusively Remote; Cape Town; Remote; ZAR 360,000 - 540,000; Full time

Job summary

Exclusively Remote is looking for an Account Manager – Client Relations to serve as the primary contact for client escalations and to ensure high satisfaction, trust, and long-term retention. You will actively listen to client concerns, document issues, and own resolutions end-to-end while translating technical and operational details for internal teams.

Responsibilities include managing escalations, conducting root-cause analysis, coordinating with cross-functional teams, and supporting inbound

Qualifications

• 3–5 years of experience in account management, client relations, or project management.
• Proven ability to manage and resolve client issues with strong ownership and accountability.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to translate clients' operational and technical needs across teams and ensure follow-through.
• Experience working with senior stakeholders.
• Proficiency in Microsoft Office and Teams; familiarity with Asana and Zendesk is a plus.

Responsibilities

• Serve as the main point of contact for client escalations, ensuring clear and professional communication and monitor client satisfaction and address concerns proactively.
• Own client issues from initial report through full resolution, including root cause analysis and prevention of recurrence and provide clear updates, timelines, and next steps to clients.
• Gather, document, and communicate technical and operational issues clearly to internal teams to support efficient troubleshooting and resolution.
• Escalate issues when resolution is delayed, insufficient, or poses client risk.
• Coordinate with internal teams to ensure timely and effective resolution.
• Track client interactions and progress using tools such as Asana and Zendesk.
• Identify opportunities for additional services and support implementation as needed.
• Manage inbound sales for existing clients, including Payroll, Timekeeping, and HR needs, identify additional solutions they may require, and ensure a seamless and timely process from proposal through enrollment.

Skills

Escalation management

Technical aptitude

Communication

Cross-functional collaboration

Problem solving

Project management

Organizational skills

Time management

Stakeholder management

Tools

Microsoft Office

Teams

Asana

Zendesk

Job description

Exclusively Remote is looking for an Account Manager – Client Relations to serve as the primary contact for client escalations and to ensure high satisfaction, trust, and long-term retention. You will actively listen to client concerns, document issues, and own resolutions end-to-end while translating technical and operational details for internal teams.

Responsibilities include managing escalations, conducting root-cause analysis, coordinating with cross-functional teams, and supporting inbound