Client Experience Manager
2 days ago
The Client Experience Manager plays a pivotal role in delivering an exceptional client experience by streamlining the onboarding process, overseeing quality assurance, and ensuring the successful fulfillment of all services.
This role demands strong communication, problem-solving, and organizational skills to build client relationships, drive retention, and maintain high service standards.
Key Responsibilities:- Client Onboarding & Integration (First 30-60 Days):
- Lead a seamless and efficient onboarding process, setting clear expectations and ensuring alignment on goals and deliverables.
- Conduct onboarding meetings to introduce key team members, review strategy, and outline timelines.
- Monitor client engagement during the onboarding phase, addressing any concerns and ensuring a smooth transition into ongoing services.
- Understand the Client's business, their needs, and other unique factors to ensure the service plan is tailored to their needs.
- Collaborate with internal teams to develop and implement strategic plans that meet client objectives.
- Communicate complex information in a clear and concise manner, ensuring clients understand their service plan and its benefits.
- Ensure all deliverables meet the highest quality standards before being sent to the client.
- Identify and address any service gaps, ensuring that the client receives all promised services on time.
- Build trust with clients through regular check-ins and transparent communication.
- Act as the client's advocate within the organization, addressing concerns and troubleshooting challenges to enhance the client experience.
- Proactively identify opportunities for account growth, renewals, and additional services that align with client needs.
- Collaborate with sales and marketing teams to ensure a seamless transition between new business acquisition and client success.
Day-to-Day Responsibilities:
- Establish a cadence for check-ins with all clients.
- Develop and manage project plans to ensure timely completion of services.
- Coordinate with internal teams to resolve client issues and concerns.
- Provide excellent customer service, responding promptly to client inquiries and resolving issues efficiently.
Requirements:
- Bachelor's degree in Business Administration or related field.
- 3+ years of experience in client-facing roles, preferably in the advertising industry.
- Excellent communication and relationship-building skills.
- Strong organizational and problem-solving skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
How to Apply:
Submit your resume and cover letter to [insert contact information].
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