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Client Experience Manager
3 months ago
Job Title: Client Experience Manager
Location: Weston, FL (On-site a minimum of 4 days per week, with some flexibility)
Job Type: Full-Time
Company Overview:
We are a dynamic IT staffing company with a robust portfolio of consultants and clients. We pride ourselves on delivering exceptional customer and consultant experiences. As we continue to grow, we are seeking a dedicated and versatile Client Experience Manager to join our team.
Position Overview:
The Client Experience Manager will play a pivotal role in ensuring smooth and efficient operations within the company. This role is critical for maintaining high standards of client and consultant satisfaction, supporting recruiting and sales teams, and handling various HR duties. The ideal candidate will be adaptable, detail-oriented, and capable of managing a wide range of responsibilities, including occasional business analyst tasks and administrative support.
Key Responsibilities:
Client Experience Operations:
- Oversee and enhance the end-to-end client experience.
- Serve as the primary point of contact for clients, ensuring their needs are met promptly and effectively.
- Manage client relationships and ensure adherence to MSAs.
- Design and execute comprehensive client experience strategies aligned with the company’s goals.
- Collect, analyze, and act on client feedback through various channels to identify trends, pain points, and opportunities for improvement.
Consultant Experience Operations:
- Ensure a positive and productive experience for consultants.
- Address consultant concerns and facilitate solutions in a timely manner.
- Maintain regular communication with consultants to ensure high levels of engagement and satisfaction.
Support Recruiting and Sales Teams:
- Collaborate with recruiting and sales teams to streamline processes and enhance efficiency.
- Assist in developing and implementing strategies to attract and retain top talent.
- Support sales initiatives and contribute to client acquisition and retention efforts.
HR Duties:
- Handle various HR-related tasks, including onboarding, offboarding, and performance management.
- Maintain and update HR records and documentation.
- Address employee relations issues and foster a positive work environment.
Administrative Support:
- Assist in scheduling meetings, preparing agendas, and taking meeting minutes.
- Manage calendars and coordinate logistics for team events and activities.
- Perform general administrative tasks as needed.
Business Analyst Responsibilities:
- Analyze business processes and identify opportunities for improvement.
- Assist in the development and implementation of operational strategies.
- Provide insights and recommendations based on data analysis and business needs.
Cross-Functional Collaboration:
- Work closely with marketing, sales, product development, and customer support teams to ensure a consistent and integrated client experience.
- Lead cross-functional initiatives to improve client experience and address client issues.
Performance Metrics and Reporting:
- Develop and track key performance indicators (KPIs) related to client experience (e.g., NPS, CSAT, retention rates).
- Provide regular reports and insights to senior management on client experience performance and initiatives.
Innovation and Improvement:
- Stay updated on industry trends, technologies, and best practices in client experience and operations management.
- Propose and implement innovative solutions to enhance client satisfaction and loyalty.
Qualifications:
- Bachelor’s degree in Business Administration, Human Resources, or a related field.
- Proven experience in operations management and client experience, preferably within the IT staffing or staffing industry in general.
- Strong organizational and multitasking skills.
- Excellent communication and interpersonal abilities.
- Proficiency in Microsoft Office Suite and other relevant software.
- Ability to work independently and as part of a team.
- Experience with HR functions and understanding of HR best practices.
- Analytical mindset with the ability to identify and solve problems.
Personal Attributes:
- Client-centric mindset with a passion for delivering exceptional client and consultant experiences.
- Strong problem-solving skills and a proactive approach to addressing issues.
- High level of emotional intelligence and empathy.
- Ability to adapt to a fast-paced and dynamic work environment.
