Client Experience Manager

SUMMARY

As our Client Experience (CX) Manager, you will be responsible for managing a portfolio of client relationships to provide guidance on best practices and use of the platform. Additionally, you will gather intelligence which can be used to enhance the client experience as it relates to the delivery of our technology services.

RESPONSIBILITIES

• Manage and facilitate periodic check in via Salesforce email campaigns.

• Be the voice of the client to internal teams, challenges, market trends/concerns, other feedback, and ensure teams have accurate documentation in internal systems.

• Manage a portfolio of clients, meeting with our clients regularly.

• Ensure that all services consistently meet client expectations.

• Identify client’s needs to recommend and up sell services.

• Work with other CXM team members to help with these opportunities.

• Documenting and tracking client information (i.e. Salesforce, NPS, CSAT, and client profitability)

• Continuous client education: understanding the business, the growth, the health

• Exhibit thorough understanding of the platform, products, service delivery model, partnerships and related services

• Function as client and company advocate to resolve issues related to (billing, support, portal, etc.)

• Document opportunities which may arise from operational challenges that clients face

• Provide training to clients in the use of the company’s clients portal

• Must have the availability to work outside of your scheduled hours, should the need arise

• Work with the team to coordinate and prepare for client events

• Promote the company’s brand via various channels i.e. social media etc.

• Attend new business pitches when appropriate.

QUALIFICATIONS

• At least 7 years of experience in Client Experience Management is required

• Hands-on experience in Salesforce and ConnectWise/ServiceNow

• Hands-on technical experience

• Experience working in a Managed Service Provider (MSP) company

• Experience in managing/handling approx. 60-70 client accounts simultaneously

• Strong ability to assess and prioritize work in a fast-paced environment.

• Required to function at a high level under pressure with short deadlines.

• Proven success managing, selling and developing client accounts within the financial services and/or technology fields

• Friendly disposition with a high emotional intelligence is essential for enduring connections with both new and current clients

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.

• Candidate to work cross-functionally with internal teams; including but not limited client service, business development, engineering, products and project management.

• Self-motivated, very detail-oriented and organized.

• Comprehensive understanding of client/ technologies.

• Experience working in an IT company and discussing IT and technology concepts (products, solutions, services) to Clients

• Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc…)

• Some technical knowledge in the following areas is preferred:

o Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private)

o Active Directory

o Dual Factor Authentication technologies

o Microsoft Exchange & MS Office 365 suite

o Microsoft MDM/MAM

o SSO

o Email spam filtering

o Networking/WiFi

o Cybersecurity

o AI

Attributes that will drive success:

• Client-centric mindset with a passion for service excellence

• Proactive problem-solving approach

• High emotional intelligence and empathy

• Resilience in a fast-paced, dynamic environment

• Collaborative leadership style

• Positive Attitude, team player

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.

• Should be amenable to a permanent night shift schedule (EST).