Client Experience Manager

HC3•Irondale, AL

4d•$85,000 - $100,000

About The Position

The Client Experience Manager establishes and maintains quality relationships with HC3's clients to ensure we understand their business goals and objectives and use that understanding to optimize the services we provide. This role contributes directly to the satisfaction of our clients as well as overall company operational targets by using effective and consistent engagement strategies that make our clients feel valued and prioritized.

Requirements

Results-oriented and high energy with a team-oriented and collaborative spirit
Self-starter and self-directed while able to follow company processes and procedures
Able to quickly demonstrate expertise and establish credibility with key decision makers
Excellent relationship management skills, to include internal relationships and client relationships
Excellent communication skills, including the ability to listen, influence, and negotiate with key stakeholders at all levels of a client's organization
Able to manage multiple tasks, manage deadlines, and demonstrate excellent follow-up skills
Professional and polished in appearance and speech
Bachelor's Degree
7+ years of overall professional experience
5+ years of relevant experience in the Financial Services industry
Experience developing insight into clients’ needs and the needs of their customers, with proven ability to define and provide solutions
Able to conduct on-site meetings during business hours
Basic business computer skills

Nice To Haves

Experience in enterprise-level client relationship management
Business analytics and reporting
Banking operations experience strongly preferred
Working knowledge of Microsoft Office and Teams
Working knowledge of HubSpot Service Hub

Responsibilities

Identify and cultivate strong relationships with key client contacts.
Create and maintain a schedule of touch points for assigned clients.
Manage client contracts.
Act as the Voice of the Customer and champion for client needs.
Develop and maintain detailed knowledge of HC3 products and services.
Recruit and retain client sponsors that are willing to serve as references.
Collaborate effectively with other teams in order to maintain high quality support.
Determine and document the client’s definitions of success through an annual Client Account Plan and ensure internal constituents are delivering value against these key metrics.
Review client performance during regularly scheduled meetings with key stakeholders.
Lead quarterly Key Account Reviews (KARs) for assigned clients.
Expose clients to value-added services and industry education as appropriate.
Develop and maintain knowledge of the financial services industry and HC3's competition to optimize client relationships and develop new business opportunities.
Partner with Inside Sales to identify additional opportunities for assigned clients.
Cultivate and document a reference list of prospective clients to support Business Development.
Work with the Growth team to achieve a targeted number of validated case studies each reporting period.
Support Project Management during new client implementation and onboarding.
Monitor client satisfaction and continually communicate during challenging situations.
Advocate and provide support for clients at risk.