Client Experience Manager
About The Position
At Notified, we believe that exceptional client experiences are the heart of long-term success. We are a dynamic, customer-focused organization dedicated to delivering outstanding service and building lasting relationships. We are adding a passionate and strategic Client Experience Manager to our team to elevate every touchpoint of the client journey. This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty. Client Experience Managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer’s awareness of Notified, product capabilities and to support the customer’s business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach.
Requirements
- Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.
- Minimum 3 years in a customer service, account manager, success or similar role with demonstrated record of success required.
- Demonstrates strong ability to understand client needs, provide appropriate solutions, manage expectations, and convey information accurately
- Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
- Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
- Strong prioritization, organizational and time management skills.
- Strong Microsoft Office and Office 365 skills.
- Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
- Prior experience with CRM systems.
Responsibilities
- Develop a thorough understanding of Notified product offering and roadmap.
- Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.
- Advocate for client interests within the organization, ensuring their needs are considered in decision-making.
- Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.
- Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)
- Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.
- Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.
- Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.
- Contribute towards Client Experience Vision, to delight and give clients the experience they need
- Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.
- Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.
- Analyze customer adoption and platform usage trends
- Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.
- Drive special projects and initiatives in relation to corporate strategy and customer engagement.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
