Client Experience Senior Manager

CBIZ•Kansas City, MO

About The Position

The Client Experience Senior Manager owns the enterprise client-listening strategy and roadmap, including relationship and transactional surveys, onboarding and implementation feedback, case-closed surveys, lost-client interviews, top-client interviews, and targeted research. The role manages survey operations from audience and sampling strategy through instrument design, contact-data readiness, launch coordination, confidentiality, response-rate improvement, reporting, and stakeholder communication. The position establishes closed-loop feedback standards for timely follow-up, escalation, service recovery, ownership, and documentation. It develops dashboards, scorecards, and executive reporting; identifies credible trends and risks; and partners with business leaders to turn findings into retention plans, service improvements, pilots, training, and measurable action plans. It defines and monitors client-experience measures and connects feedback to growth opportunities, including cross-service interest, expansion, referrals, and coordinated handoffs. The role partners with CRM and Revenue Operations teams to integrate feedback data and follow-up activity in Salesforce or other designated systems. It supports client journey mapping and process improvement, develops client-listening and service-recovery resources and training, benchmarks practices against relevant industries, and manages third-party research or survey partners as applicable. The position requires a bachelor's degree or equivalent practical experience and at least five years of progressive experience in a relevant discipline. The separate minimum qualifications also specify a bachelor's degree, seven years of experience in public accounting or a related field, and five years of supervisory experience. The role requires maintaining applicable licenses, managing deadlines and multiple assignments, communicating effectively across organizational levels, proficiency with applicable technology, and travel based on business needs.

Requirements

Bachelor's degree in business, marketing, analytics, organizational research, communications, or a related field, or equivalent practical experience.
At least five years of progressive experience in client experience, voice-of-the-customer, customer insights, market research, client service, or a related discipline.
Minimum qualifications also specify a bachelor's degree, seven years of experience in public accounting or a related field, and five years of supervisory experience.
Demonstrated experience designing and managing survey or feedback programs and translating quantitative and qualitative findings into business action.
Experience presenting insights and recommendations to senior leaders and influencing cross-functional stakeholders without direct authority.
Working knowledge of survey design, sampling, response-rate management, data privacy, qualitative interviewing, and basic statistical interpretation.
Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools.
Strong Microsoft Excel and PowerPoint skills and proficiency with applicable technology.
Ability to manage deadlines, work on multiple assignments, and prioritize assignments as necessary.
Ability to communicate verbally and in writing across all organizational levels, internally and externally.
Must have and preserve required licenses.
Must be able to travel based on business needs.
Client-centered judgment and business acumen, including understanding of retention, relationship management, and service delivery.
Analytical rigor and ability to distinguish meaningful signals from isolated feedback.
Excellent written, verbal, presentation, facilitation, and coaching skills.
Program and project management discipline, including governance, prioritization, and follow-through across multiple service lines.
Ability to build trusted relationships across decentralized teams and work effectively in a changing, growth-oriented environment.
Ability to work independently and collaborate with Marketing, Operations, Revenue Operations, Business Development, Technology, and service-line leadership.

Nice To Haves

Experience in benefits, insurance, financial services, or professional services is preferred.

Responsibilities

Own the enterprise client-listening strategy and roadmap, covering surveys, interviews, and targeted research.
Lead end-to-end survey operations, including audience and sampling strategy, survey design, contact-data readiness, launch coordination, confidentiality protocols, response-rate improvement, reporting, and stakeholder communication.
Establish closed-loop feedback standards for follow-up, escalation, service recovery, ownership, and documentation.
Create dashboards, scorecards, and executive reporting, and identify statistically credible trends and areas of risk across meaningful client and business segments.
Partner with business leaders to convert findings into retention plans, service enhancements, pilots, training, and measurable action plans; monitor progress against commitments.
Define and monitor client-experience measures, including satisfaction, advocacy or NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion.
Connect client feedback to growth opportunities and coordinate handoffs to relationship owners and subject matter experts.
Partner with CRM and Revenue Operations teams to integrate feedback data, tasks, campaign membership, ownership, and follow-up activity in Salesforce or other designated systems.
Support client journey mapping and process improvement across onboarding, implementation, renewals, ongoing service, communications, client portals, and key moments that matter.
Develop toolkits, playbooks, communications, and training to strengthen client-listening and service-recovery capabilities.
Benchmark client-experience practices, survey methods, and service standards against industry peers.
Manage third-party research and survey partners as applicable, including scope, timelines, data quality, deliverables, and budget.
Manage deadlines, multiple assignments, and priorities; maintain required licenses; and travel based on business needs.