Client Experience Analyst I

University of South Florida•Tampa, FL

4d•$60,000 - $65,000

About The Position

The Client Experience Analyst I serves as the primary point of contact for partners using SMHC-developed platforms, products, and materials. The analyst provides responsive support through multiple channels, tracks requests from intake through resolution, supports partner onboarding, and develops client-facing support materials. The role documents recurring issues and uses partner feedback and service data to recommend improvements to SMHC platforms, services, and workflows. The position builds and sustains relationships with local, state, and national partners; plans and executes outreach and training activities; and supports consistent, accessible SMHC branding and outreach materials in accordance with USF standards. The analyst tracks and reports client experience measures—including request volume, response and resolution times, outreach reach, event attendance, and partner satisfaction—and identifies friction points across the partner lifecycle. The role also adheres to USF processes and standards, including branding, records retention, data privacy, and accessibility requirements.

Requirements

Bachelor’s degree or 1–2 years of experience practicing user-centered design, UX/CX development, testing, or related initiatives; the posting states that four years of direct experience may substitute for a bachelor’s degree, subject to employment eligibility requirements.
Strong written and verbal communication, active listening, and problem-solving skills.
Customer-service orientation and ability to build and maintain partner relationships.
Attention to detail, organization, and follow-through while managing multiple requests and projects.
Ability to collaborate across teams and translate complex information into clear, accessible formats.

Nice To Haves

Bachelor’s degree plus one to two years of experience in client or customer support, partnership and outreach, marketing and communications, graphic design, user-centered design, or related initiatives.
At least one year of experience working in or directly with a school, school district, or other K-12 educational setting.
Proficiency with support ticketing systems, CRM databases, data analysis and survey tools such as Excel and Qualtrics, design and web content tools, and virtual meeting platforms.
Knowledge of WCAG 2.1 AA and Section 508 accessibility standards and data privacy requirements.
Knowledge of school mental health services and K-12 education systems, including districts, schools, community agencies, and state entities.
Familiarity with university administration and grant-funded project environments.
Understanding of client experience and customer service best practices.
Awareness of data privacy requirements such as FERPA and HIPAA and accessibility standards applicable to public institutions.

Responsibilities

Serve as a first point of contact for partner questions, requests, and issues related to SMHC platforms, products, and materials.
Provide support through email, phone, virtual meetings, and support systems; resolve requests where possible or route them to project leads or developers.
Track requests from intake through resolution and follow up with clients to confirm resolution.
Document recurring questions and issues and report patterns as opportunities for improvement.
Develop and maintain client-facing onboarding guides, quick-reference documents, FAQs, and tutorial videos.
Support partner onboarding, including account setup, orientation sessions, and initial troubleshooting.
Build and maintain relationships with external partners through introductory meetings, scheduled check-ins, and documented needs assessments.
Connect partners with relevant SMHC services, training, resources, and expertise.
Plan and execute outreach activities such as email campaigns, newsletters, listserv communications, webinars, and conference exhibits.
Represent SMHC at conferences, district events, and professional meetings; conduct follow-up with prospective and existing partners.
Maintain partner contact records and engagement history.
Coordinate training events, including scheduling, registration, logistics, participant communication, materials, facilitator support, and post-event evaluation.
Prepare progress reports and summaries for partners, advisory groups, and funders in clear, accessible formats.
Collect partner feedback through surveys, interviews, focus groups, and journey mapping, and communicate findings to the SMHC team.
Identify partner-lifecycle friction points and recommend changes.
Support SMHC branding within USF brand standards and design marketing assets such as one-pagers, service menus, templates, infographics, and conference materials.
Maintain the SMHC brand and template library; review project materials for brand consistency, plain-language clarity, and accessibility.
Develop and maintain web pages, landing pages, and social and email content for outreach and dissemination.
Ensure materials meet WCAG 2.1 AA and Section 508 accessibility requirements, including color contrast, alternative text, and document structure.
Track client experience metrics and report them to center leadership.
Document and improve client support, outreach, and design workflows for consistent use across SMHC projects.
Stay current with best practices in client experience, visual communication, and accessible design.
Follow USF standards and processes, including branding, records retention, and data privacy requirements.
Perform other duties as assigned.