Manager, Client Experience

Zelis•St. Louis, MO

1d•Hybrid

About The Position

The Manager, Client Experience, is responsible for overseeing and enhancing the overall client experience by contributing to the development and implementation of key strategies that ensure exceptional service and satisfaction. This role involves managing client relationships, leading a team of client service professionals, and continuously improving processes to meet and exceed client expectations.

Requirements

Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent experience.
Minimum of 6-8 + years of experience in client experience, customer service, or a related field.
Proven experience in developing and implementing client experience strategies.
Strong leadership and team management skills.
Excellent written and verbal communication skills.
Ability to build and maintain strong client relationships.
Strong analytical and problem-solving skills.
Ability to work independently and as part of a team.
Proficiency in Microsoft Office Suite and customer relationship management (CRM) tools.

Responsibilities

Contributes to the development and implementation of comprehensive client experience strategies that align with the organization's mission, vision, and goals.
Identify opportunities to enhance the client journey.
Lead, mentor, and manage a team of client service professionals to deliver outstanding service.
Provide training, support, and development opportunities to team members.
Conduct regular performance reviews, provide feedback, and identify opportunities for professional development.
Build and maintain strong relationships with clients, acting as the primary point of contact for escalated issues.
Address and resolve client issues and concerns promptly and effectively.
Continuously evaluate and improve client service processes and procedures to enhance efficiency and effectiveness.
Implement best practices and innovative solutions to improve the client experience.
Collect and assist analyzing client feedback to identify trends, areas for improvement, and opportunities for innovation.
Provide regular reports and insights to senior management on client satisfaction and experience metrics.
Work closely with other departments, such as sales, marketing, and product development, to ensure a seamless client experience.
Support product launches and other initiatives with client experience strategies and materials.
Assist in developing and implementing communication plans to keep clients informed and engaged.
Create and distribute client newsletters, updates, and other communication materials.
Monitor key performance indicators (KPIs) to measure the effectiveness of client experience initiatives.
Provide regular reports and analysis to senior management on client experience performance.