Client Experience and Loyalty Manager | Remote, USA

Optiv • Overland Park, KS

3d • Remote

About The Position

This position will be fully remote and can be hired anywhere in the continental U.S. The Client Experience & Loyalty manager will drive the strategic development, operational execution and ongoing client experience lifecycle to increase customer satisfaction, loyalty, and lifetime value, as well as reduce churn. This role sits at the intersection of marketing, sales, service, and revenue operations, collaborating across internal teams to deliver go-to-market programs and the Optiv Promise. The primary goal is to build long-term relationships with clients to develop ongoing business and increase client satisfaction. How you'll make an impact In partnership with the GTM team, own the voice of the client across all channels and touchpoints and serve as the point of contact for high-value or at-risk clients Manage client satisfaction surveys. Use data to drive continuous improvement in client interactions and service delivery Build an ongoing feedback framework to collect and assess feedback and provide ongoing improvements Increase referral rate, i.e., client’s willingness to recommend/refer Optiv Expand existing Client Loyalty program to improve lifetime experience Analyze customer data to track client behavior preferences and feedback to identify trends and opportunities Foster a culture centered around client advocacy, responsiveness, and continuous improvement Collaborate with enablement teams to ensure alignment of training offerings Partner with finance and revenue teams to understand ROI of client retention strategies In partnership with Sales and Enablement, operationalize and track the Optiv Promise In partnership with the Portfolio Manager, stay on top of industry trends, technology, and client requirements to inform strategic direction Monitor client engagement trends to identify attrition risks early Implement best practices for onboarding, adoption, and customer lifecycle management Collaborate with Marketing to provide recommendations on client events and provide executive support Collaborate with Client Advisory teams to receive client feedback on existing offerings, understand customer adoption and client satisfaction, receiving and managing field feedback Performs other duties as assigned Complies with all policies and standards

Requirements

• Bachelor's Degree preferred or a related field
• 4-7 years proven customer-facing sales, relationship management, escalation management, or customer success experience, preferably within the cybersecurity industry
• Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
• Proven success in building and maintaining relationships with senior leaders
• Ability to clearly articulate information into simple, digestible, and actionable messages across all levels of the company, including the executive team, and bring people on the journey

Nice To Haves

• Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred
• Experience in untangling complex processes, and providing succinct, data-driven recommendations to leaders

Responsibilities

• In partnership with the GTM team, own the voice of the client across all channels and touchpoints and serve as the point of contact for high-value or at-risk clients
• Manage client satisfaction surveys. Use data to drive continuous improvement in client interactions and service delivery
• Build an ongoing feedback framework to collect and assess feedback and provide ongoing improvements
• Increase referral rate, i.e., client’s willingness to recommend/refer Optiv
• Expand existing Client Loyalty program to improve lifetime experience
• Analyze customer data to track client behavior preferences and feedback to identify trends and opportunities
• Foster a culture centered around client advocacy, responsiveness, and continuous improvement
• Collaborate with enablement teams to ensure alignment of training offerings
• Partner with finance and revenue teams to understand ROI of client retention strategies
• In partnership with Sales and Enablement, operationalize and track the Optiv Promise
• In partnership with the Portfolio Manager, stay on top of industry trends, technology, and client requirements to inform strategic direction
• Monitor client engagement trends to identify attrition risks early
• Implement best practices for onboarding, adoption, and customer lifecycle management
• Collaborate with Marketing to provide recommendations on client events and provide executive support
• Collaborate with Client Advisory teams to receive client feedback on existing offerings, understand customer adoption and client satisfaction, receiving and managing field feedback
• Performs other duties as assigned
• Complies with all policies and standards

Benefits

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities
• “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities
• The ability and technology necessary to productively work remotely/from home (where applicable)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees