Client Experience Manager

Manpower

4d

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

• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees