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Client Experience Manager

1 month ago

New Orleans, Louisiana, United States Exela Technologies Full time
Job Title: Client Experience Manager

Exela Technologies is seeking a highly skilled Client Experience Manager to oversee the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence.

Key Responsibilities:

  • Act as the primary point of contact for clients, building strong relationships and understanding their business needs, objectives, and expectations.
  • Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.
  • Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.
  • Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
  • Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
  • Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.
  • Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.
  • Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.
  • Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
  • Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.
  • Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
  • Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.

Requirements:

  • Bachelor's degree in business administration, law firm experience, or a related field (or an equivalent combination of education and relevant experience).
  • Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, preferably in the legal services industry.

What We Offer:

Exela Technologies is an equal-opportunity employer and welcomes job applicants from all walks of life and backgrounds. We offer a competitive salary, benefits package, and opportunities for professional growth and development.

Why Exela?

Exela Technologies is a global BPA leader combining industry-specific and multi-industry enterprise software and solutions with decades of experience. We serve a growing roster of more than 4,000 customers throughout 50 countries, including over 60% of the Fortune100.