Designs, implements, and tracks quantitative and qualitative metrics to measure the success of projects, people, and processes; key success metrics include NPS, CSAT, CEM, SLA delivery, Retention, ESS, Gross Margin, Client Churn, Automation improvements, and employee attrition. Client Servicing Team Leadsare responsible for leading and managing a team of client servicing professionals, focused on maximizing employee engagement, and building a culture of teamwork, collaboration, continuous improvement, empowerment, and accountability.