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Client Experience Program Manager
3 months ago
Job Description:
Summary:
At Barr, we put our clients at the center of everything we do. As an employee-owned company, we are passionate about helping our clients solve their greatest challenges.The Client Experience (CX) Program Manager will oversee the processes and programs that uphold this commitment to exceptional client experiences and help to develop a holistic strategy to enhance client satisfaction, loyalty, and advocacy. This role will manage the established client service and client feedback programs and play a pivotal role in expanding other elements of the maturing CX program. The CX Program Manager works with Chief Marketing Officer, other Corporate Business Development team members, and a variety of Barr staff to develop, monitor, and maintain the CX program, encourage ongoing improvement, innovate client engagement and delivery methods, and support service-related competitive advantages. This role is responsible for the development and implementation of a comprehensive training program to execute client service and collect client feedback, promote the effective and efficient use of CX program resources, and leverage client insights and feedback to enhance client acquisition and retention efforts for marketing and project execution.
The CX Program Manager works with staff from the Corporate Business Development team for program support, data entry and management, program review, and development and execution of CX training programs.
Responsibilities:
- Develop and implement client service programs and continuous improvement initiatives that align with the Barr's goals and objectives to enhance the overall customer experience. Design and conduct regular training and provide guidance to project teams on CX program objectives, processes, and tools. Develop and deliver high-quality customer success demonstrations as applicable. Ensure training is relevant, effective, and aligned with Barr's strategic vision and values.
- Communicate the value of CX change initiatives to frontline teams and incorporate their feedback into future plans.
- Collaborate with client service leaders to define and implement best practices, processes, and standards for service delivery.
- Stay informed of customer service innovations and emerging technologies to support Barr's competitive edge.
- Collaborate with cross-functional teams to define client feedback program objectives, requirements, and success criteria.
- Oversee client feedback program and processes and coordinate with staff members to collect client feedback throughout the entire feedback process-preparation (including training), scheduling, completion, documentation, reporting, and follow-up.
- Monitor feedback program performance, track key metrics, and analyze reporting to highlight progress, challenges, and recommendations for improvement.
Minimum Qualifications:
- Five years of experience in customer success management, account management, or customer support role.
- Bachelor's degree (or equivalent years of experience) in marketing, business administration, communications, a related field, or equivalent combination of experience and education (for instance in engineering/science degree combined with extensive practical experience in client engagement, feedback, and customer experience programs).
- Strong customer-centric mindset with a passion for delivering exceptional customer experiences and contributing to customer success.
- Ability to influence without direct authority to work effectively with staff across the organization.
- Demonstrated ability to work collaboratively across cross-functional teams.
- Excellent interpersonal and relationship-building skills, with the ability to connect with staff at all levels of the organization and establish trusted advisor relationships.
- Excellent communication skills, both written and oral, as well as the ability to effectively convey complex concepts and instructions.
- Problem-solving and analytical thinking abilities to understand and address customer challenges effectively.
- Familiarity with client experience management tools and systems, such as customer relationship management (CRM) platforms and client experience software.
- Business acumen to understand client business goals and communicate effectively to senior leaders. Comfortable discussing Barr's business and services with clients and external stakeholders.
- Ability to manage multiple projects, initiatives, and priorities simultaneously.
- Proficiency in Microsoft Office 365 (Outlook, Word, Excel, PowerPoint, etc.)
- Legal authorization to work in the United States without the need for sponsorship from Barr, now or in the future
Preferred Qualifications:
- Advanced Degree (M.B.A, M.A., M.S.) in marketing, business administration, communications, political science, or a related field.
- Background in client experience management in professional services/consulting industries is strongly preferred.
- Professional Customer Success certification (CCXP, etc.).
A hybrid work arrangement may be considered for this position. A hybrid work arrangement refers to splitting time worked between a Barr office and a home office. This position can be based out of Barr's Ann Arbor, Duluth, or Minneapolis offices.
#LI-Hybrid
Open positions at Barr Engineering Co. do not have application deadlines. Barr Engineering Co. is an equal opportunity employer, and all applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Barr is proud to be an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, gender identity, sexual orientation, age, national origin, disability, protected veteran status, or any other lawfully protected status.
