Client Experience Senior Manager

CBIZ•Kansas City, MO

19h•Hybrid

About The Position

The Client Experience Senior Manager owns CBIZ’s enterprise client-listening strategy and roadmap, including relationship and transactional surveys, onboarding and implementation feedback, case-closed surveys, lost-client exit interviews, top-client interviews, and other targeted research. The role leads survey operations from audience and sampling strategy through instrument design, 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 that reveal meaningful trends and risks across service lines, geographies, client sizes, and relationship stages. In partnership with business leaders, the manager turns findings into retention plans, service improvements, pilots, training, and measurable action plans, then monitors progress. The role defines and tracks client experience measures, connects feedback to growth opportunities, and works with CRM and Revenue Operations teams to incorporate feedback and follow-up activity into Salesforce or other designated systems. It also 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 and survey partners as applicable. CBIZ is a professional services advisor to middle-market businesses, with expertise across accounting, tax, advisory, benefits, insurance, and technology. The company has more than 9,500 team members across 23 major markets and emphasizes recognition and opportunities for personal and professional growth.

Requirements

Bachelor’s degree; the posting also accepts equivalent practical experience in its preferred qualifications.
At least seven years of experience in public accounting or a related field.
At least five years of supervisory 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 is listed as a preferred qualification.
Demonstrated ability to design and manage survey or feedback programs and translate 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.
Client-centered judgment, business acumen, 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, work independently, and collaborate across functions in a changing, growth-oriented environment.
Ability to travel based on business needs.
Must have and preserve required licenses.

Nice To Haves

Experience in benefits, insurance, financial services, or professional services.
Bachelor’s degree in business, marketing, analytics, organizational research, communications, or a related field, or equivalent practical experience.

Responsibilities

Own the enterprise client-listening strategy and roadmap, including surveys, interviews, and targeted research.
Lead end-to-end survey operations, including sampling, survey design, contact-data readiness, launch coordination, confidentiality, response-rate improvement, reporting, and stakeholder communication.
Establish closed-loop feedback standards for timely follow-up, issue escalation, service recovery, ownership, and action documentation.
Create dashboards, scorecards, and executive reports that segment insights and identify credible trends and risks.
Partner with business leaders to turn findings into retention plans, service enhancements, pilots, training, and measurable action plans, and monitor progress.
Define and monitor client experience measures, including satisfaction, advocacy or NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion.
Connect 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 into 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 relevant 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; communicate verbally and in writing across organizational levels; use applicable technology; and travel based on business needs.
Maintain required licenses.