Client Experience Manager

isolved • Sandy, UT

11h

About The Position

The Client Experience Manager analyze the client experience to identify retention improvement opportunities. A key responsibility is to act as internal liaison to align subject matter experts and key internal stakeholders to resolve client escalations and improve client relationships. A Client Experience Manager plays a pivotal role in shaping the journey and overall satisfaction of clients within a company.

Requirements

• Minimum 3 years HCM experience in client facing capacity, familiar with the challenges experienced along the customer journey
• Develop and cultivate a never-ending appetite for learning to broaden your knowledge
• Strong organization and time-management skills to prioritize, delegate tasks and set goals for productivity
• Creative, with unique problem-solving skills to invent new ways to accommodate the client
• Effective communication (verbal and written) and interpersonal skills
• Good research skills to perform advanced and analytical research to find practical solutions
• Strong technical aptitude

Responsibilities

• Focuses on understanding and enhancing how clients interact with the company's services or products. This encompasses the entire client journey, from the initial point of contact through to post-purchase support and beyond.
• Closely monitors feedback, analyzing client interactions, and implementing strategies for improvement, ensuring that every touchpoint meets the high standards expected by both the company and its clients.
• Create and execute strategies to enhance client satisfaction and loyalty.
• Analyzes customer feedback, including surveys and online reviews, to identify areas for improvement
• Coordinates with the sales and marketing teams to ensure consistent messaging and brand experience across all client interactions.
• Partners with Marketing to assist their efforts of designing and overseeing the execution of client appreciation events and initiatives to strengthen relationships.
• Manages the resolution of client complaints and issues, ensuring prompt and effective solutions.

What This Job Offers

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