Client Experience Strategy & Operations Director

Doxim

9d•Remote

About The Position

Doxim is seeking a Client Experience Strategy and Operations Director to shape how the company measures, understands, and continuously improves the client experience. This role will lead CX reporting, client health and satisfaction measurement, churn prediction, and client communication enablement, utilizing Salesforce and Pardot to derive actionable insights from data. The position is described as highly visible and an individual contributor role reporting to the SVP of Client Experience.

Requirements

Strong problem-solving and critical thinking abilities
Detail-oriented
Strong oral and written communication, and presentation skills
Operational rigor and accountability
Strategic thinking with strong execution discipline
Ability to influence and align cross-functional stakeholders
Comfort operating in fast paced, high-complexity environments
Proficient knowledge and experience with MS Office
Proficient knowledge and experience with Sales Engagement tools
Proficient knowledge and experience with CRM/SLA Management Systems (Salesforce preferred)
Proficient knowledge and experience with B2B Marketing Automation Software
Bachelor’s degree in Business Administration or a related field.
8–12 years of relevant experience in client experience operations, analytics, professional services, or a related field.
Self-motivated and able to work effectively in a remote environment.
Hands-on experience with Salesforce and Pardot, including dashboards, reporting, workflow alignment, and operational enablement.
Demonstrated success in developing client health, satisfaction, and churn measurement frameworks.
Strong experience in operational reporting, workforce analytics, and performance measurement.
Proven ability to translate complex data into clear, actionable insights for executives and clients.

Responsibilities

Develop consistent, compliant client communication standards across Client Service and Client Experience, ensuring messaging is timely, accurate, and aligned with client expectations.
Partner with Sales, Marketing, and CX leadership to align messaging, reporting cadence, QBRs, and executive communications.
Develop and refine client health, satisfaction, and churn models using operational, engagement, and financial data to identify risk and support proactive intervention.
Standardize measurement of client sentiment, value realization, and account health, translating insights into actionable recommendations for CX and Sales teams.
Create executive-ready Salesforce dashboards that provide centralized visibility into client health, service performance, capacity, resource utilization, and retention trends.
Ensure reporting supports internal decision-making and client-facing needs while promoting data integrity and consistent use of Salesforce and Pardot.
Monitor workload, productivity, resource utilization, and capacity to evaluate operational performance and CX's impact on retention, growth, and client satisfaction.
Identify workflow and service delivery inefficiencies and lead improvements that enhance scalability, quality, and compliance.
Develop standardized training, documentation, and processes that improve consistency, efficiency, and effectiveness across Client Service and Client Experience.
Establish success metrics and drive adoption of process improvements and best practices through structured change management.
Evaluate and implement AI solutions that improve reporting, predictive analytics, workflow automation, client insights, and service efficiency.
Partner with Technology, Product, and Compliance to ensure AI capabilities are implemented securely, responsibly, and in accordance with regulatory requirements.
Serve as a strategic partner across Client Experience, Sales, Marketing, Finance, Operations, Technology, and Compliance to strengthen alignment and execution.
Establish clear governance and accountability while providing leadership with data-driven insights into performance, risks, and opportunities.