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Client Experience Manager
2 weeks ago
Job Title: Client Experience Manager
This is a unique opportunity to make a lasting impact on client satisfaction and retention. As the Client Experience Manager, you will be responsible for ensuring seamless delivery of services according to contractual obligations.
Key Responsibilities:
- Act as the primary point of contact for clients with recurring services, providing exceptional support and guidance throughout their journey.
- Onboard and transition clients smoothly from sales/project to delivery, fostering strong relationships and setting the stage for long-term success.
- Lead value-creation projects that increase usage and drive business growth, identifying opportunities to enhance the client experience.
- Proactively manage client relationships and expectations, delivering tailored solutions that meet their evolving needs.
- Identify critical success factors and ensure key performance indicators (KPIs) are aligned with them.
- Allocate resources and manage distributed teams, including 24/7 operations, to ensure seamless execution.
- Monitor team performance and adherence to best practices, providing coaching and training to enhance skills and knowledge.
- Conduct planning, retrospective, and review meetings with clients, facilitating open communication and collaboration.
- Implement process improvements and provide internal reporting, using data-driven insights to inform strategic decisions.
- Manage risk and ensure compliance with relevant standards, maintaining a proactive and vigilant approach.
- Stay updated with relevant knowledge and skills, aligning with company culture and values, and motivate the team to achieve excellence.
We offer a supportive environment for growth and development, along with a competitive package including profit-related bonus scheme, flexible working conditions, and hybrid work model.
