Client Experience Manager - Richardson, TX

Smart AutoCare • Richardson, TX

1d

About The Position

The Client Experience Manager (CEM) serves as the liaison between clients and the organization, with a focus on the success and profitability of partnerships and providing a positive experience for clients and mutual customers. The role also supports the Sales team by ensuring it has the tools and resources needed to achieve current and future revenue targets. A successful CEM is empathetic, service-oriented, strategic, and proactive.

The CEM manages day-to-day relationships and communications with existing and prospective partners, coordinates internal departments, and oversees implementation, onboarding, and partner agreements for assigned accounts. The role involves maintaining CRM records, understanding contractual obligations, assessing account performance and profitability, and recommending improvements and strategies to increase partner revenue. This position reports to the VP of Client Relations.

Requirements

• At least three years of experience in account management, client success, or relationship management.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage personal time, prioritizing deliverables and deadlines.
• Excellent interpersonal skills.
• Proficiency with Microsoft products, including Outlook, Excel, Word, and PowerPoint, and Adobe.
• Ability to meet deadlines without compromising quality and consistency.
• Experience handling sensitive information.

Nice To Haves

• Experience in the F&I industry or in-dealership experience is highly valuable.
• Experience with Monday.com as a project management platform is preferred.

Responsibilities

• Serve as the primary account liaison, providing day-to-day service and managing communications and ongoing relationships with existing and prospective partners.
• Ensure prompt responses, reporting, and communication regarding current, new, and upcoming opportunities.
• Manage client input and feedback for projects, including detailed direction and timelines.
• Build strong working relationships with client business leaders at all levels to support long-term partnerships.
• Develop a thorough understanding of clients’ market positions, products or services, differentiators, and competitive landscapes.
• Coordinate internal communication across departments, including Sales, Underwriting, Marketing, Finance, Reinsurance, Legal, Compliance, Operations, Claims, and IT.
• Manage implementation, onboarding, and partner agreement processes for assigned accounts, including coordinating and completing program development and execution tasks.
• Maintain the CRM system, stage progression, and reporting.
• Maintain knowledge of partner contractual obligations, including financials, performance expectations, terms, reporting, licensing, insurance, and compliance.
• Evaluate partner sales and production performance and program profitability to identify opportunities for program or process improvement.
• Recommend improvements and develop strategic plans with management and partners to increase partner revenue through marketing, training, pricing, or new product offerings.
• Follow up with accounts and exchange resources, updates, and account activity.
• Ensure the Sales team has the tools and resources needed to achieve current and future revenue targets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed