Client Experience Manager

Manpower

About The Position

The Client Experience Manager maintain proactive communication cadence within a dedicated portfolio and acts as the single point of contact for clients. Manage questions/escalations, seek feedback during business reviews and act as advocate to ensure overall client satisfaction. Making an Impact • Assigned a dedicated portfolio of Right Management’s clients. • Provides escalation resolution in the areas of program questions, candidate delivery, reporting, billing and global delivery. • Owns client communication including but not limited to: regular touchpoint calls, monthly/quarterly business activity reviews and post-event reviews. • Proactive NPS management by driving client participation and follow up. Sharing Expertise • Gathers and shares feedback to optimize support, maintain expertise within the client experience team, and ensure best practice processes. • Stay abreast of all Right Management offerings. • Demonstrate the ability to move actions towards positive outcomes even when the processes may be unclear or undefined. Gaining Exposure • Responsible for building and maintaining client relationships. • Act as primary point of contact for client escalation, liaison with operations, delivery and sales toward issue resolution, and provide high level of client satisfaction. Your Typical Day • Provides strategic, consultative account management in order to retain business. • Maintains proactive regular communication with clients. • Works with members of operations, delivery and sales to resolve issues related to program management, candidate delivery, reporting and billing. • Triages and escalates critical and high priority client issues. Other accountabilities as assigned

Requirements

3+ years’ experience supporting client projects and deliverables, customer service or relationship management
Bachelor’s Degree or equivalent professional experience

Nice To Haves

Field experience working with Right Management Career management.

Responsibilities

Maintain proactive communication cadence within a dedicated portfolio
Act as the single point of contact for clients
Manage questions/escalations
Seek feedback during business reviews
Act as advocate to ensure overall client satisfaction
Provide escalation resolution in the areas of program questions, candidate delivery, reporting, billing and global delivery
Own client communication including but not limited to: regular touchpoint calls, monthly/quarterly business activity reviews and post-event reviews
Proactive NPS management by driving client participation and follow up
Gather and share feedback to optimize support, maintain expertise within the client experience team, and ensure best practice processes
Stay abreast of all Right Management offerings
Demonstrate the ability to move actions towards positive outcomes even when the processes may be unclear or undefined
Responsible for building and maintaining client relationships
Act as primary point of contact for client escalation, liaison with operations, delivery and sales toward issue resolution, and provide high level of client satisfaction
Provide strategic, consultative account management in order to retain business
Maintain proactive regular communication with clients
Work with members of operations, delivery and sales to resolve issues related to program management, candidate delivery, reporting and billing
Triage and escalate critical and high priority client issues
Other accountabilities as assigned