Lightedge - Des Moines, IA

posted 2 months ago

Full-time - Manager
Des Moines, IA
Professional, Scientific, and Technical Services

About the position

The Manager, Client Experience at LightEdge Solutions is responsible for leading a dedicated team of Client Experience Managers to drive exceptional client outcomes and ensure a high-quality service experience for key accounts. This role involves shaping and executing client experience strategies, fostering a client-centric culture, and overseeing team performance to meet business goals. The position is ideal for a strategic leader passionate about customer success and team empowerment in a rapidly growing company.

Responsibilities

  • Lead and mentor the Client Experience team, fostering a culture of excellence and continuous improvement.
  • Manage the overall client contract renewal process, identifying gaps and implementing best practices.
  • Oversee client satisfaction and retention, actively monitoring and improving client experiences.
  • Collaborate with cross-functional teams to ensure cohesive and high-quality client experiences.
  • Drive client success and business growth by identifying opportunities for expansion and cross-selling.
  • Establish and track client experience metrics, developing KPIs to monitor satisfaction and retention rates.
  • Continuously evaluate and improve client experience processes for optimization.
  • Leverage technology to enhance client management practices and streamline workflows.
  • Ensure compliance with industry regulations and promote ethical behavior within the team.

Requirements

  • Bachelor's degree in Business, Marketing, or a related field.
  • 5+ years of experience in client experience, account management, or customer success, with at least 2 years in a leadership role.
  • Experience managing a team of client-facing professionals, focusing on mentoring and performance management.
  • Strong understanding of cloud services and technology solutions, with the ability to translate technical concepts into client benefits.
  • Proven track record in improving client satisfaction, retention, and overall client experience.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to analyze client feedback and develop strategies to enhance the client experience.
  • Strong organizational and project management skills.
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