Client Experience Manager

This role will be based out of Notified Office located on the 14th Floor, AIA Tower (formely Philam Life Tower), 8767 Paseo de Roxas, Bel-Air, Makati City. Our expectation at this time, is that you would work from our office on Tuesdays, Wednesdays, Thursdays with flexibility to work from home on Mondays and Fridays.

Job Summary: Client experience managers create positive experiences for clients throughout the life of a customer journey. Client experience manager advocates for the client's interests within the organization. They work cross-functionally to align resources, prioritize client requests, and ensure that the client's voice is heard at all levels. They execute a variety of engagement functions to improve the customer's awareness of Notified, product capabilities and to support the customer's business goals, while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with client management, a strong customer-centric mindset, and delivering value to clients as a central aspect of the approach

Essential Duties:

This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, needs assessment, up/cross selling retention, reporting etc. to drive a positive and value-driven experience for clients and foster long-term client loyalty.

• Develop a thorough understanding of Notified product offering and roadmap.

• Act as a critical connection point between Notified and the customer. Ensure the customer understands the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.

• Advocate for client interests within the organization, ensuring their needs are considered in decision-making.

• Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.

• Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)

• Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.

• Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.

• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered

under the Americans with Disabilities Act) expected of an incumbent. It is not designed to cover or contain a comprehensive listing of activities,

duties or responsibilities required of an incumbent. An incumbent may be asked to perform other duties as required.

• Contribute towards Client Experience Vision, to delight and give clients the experience they need.

• Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.

• Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.

• Analyze customer adoption and platform usage trends

• Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.

• Drive special projects and initiatives in relation to corporate strategy and customer engagement.

Minimum Qualifications:

Education:

• Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience and Skills:

• Minimum 3 years in a Customer Service, Account manager, Client Success or similar role with demonstrated record of success required.
• Fluency in Mandarin (spoken and written) is required.
• Knows how to listen to a client's needs and address them appropriately, manage client expectations and communicate information properly.
• Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
• Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
• Strong prioritization, organizational and time management skills.
• Strong Microsoft Office and Office 365 skills.
• Knowledge in HTML is a plus.
• Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
• Prior experience with CRM systems.

Travel / Physical Demands:

No travel required. Office environment. No special physical demands required.

Who is Notified?

We believe everyone has a story to tell and we're passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations, content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year we run more than 100,000 events Our products are built so storytellers can do their best work. But we're not just a platform—personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.

Why work for Notified?

• Global collaboration with team members in 17 countries
• Opportunities to innovate and grow
• Comprehensive health benefits and wellness programs
• Quarterly recognition awards
• Curated learning libraries offering over 8,000 free courses
• Flexibility to work from home on Mondays and Fridays
• Diversity is celebrated and supported inclusive Employee Resource Groups
• What's next? Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process.
• At Notified we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer, and no part of this advertisement is intended to discriminate on any grounds.

Best In Class

• "Best Press Release Distribution Company," MarTech Breakthrough Awards
• "PR Innovation of the Year," Gold Stevie Winner, 2023 American Business Awards
• "Marketing/Public Relations Solution," Gold Stevie Winner, 2023 American Business Awards