Client Experience Manager

5 days ago

UT United States Harmonious Capital Administration Full time
Job Description

Harmonious Capital Administration, a leading private market investing technology company, is currently seeking a detail-oriented and client-focused Client Experience Manager to join our dynamic team.

Key Responsibilities:

  • Client Relationship Management:
    • Serve as the primary point of contact for assigned client accounts, building strong and lasting relationships.
    • Understand clients' needs and objectives to effectively tailor solutions and services to meet their requirements.
    • Proactively engage with clients to provide updates, gather feedback, and address any concerns in a timely manner.
    • Act as an advocate for clients within the organization, ensuring their voices are heard and their needs are prioritized.
  • Account Administration and Coordination:
    • Manage and oversee client accounts, including the onboarding of new clients and the maintenance of accurate account information.
    • Coordinate and prioritize client requests, ensuring prompt and accurate delivery of services.
    • Prepare and deliver client reports, meeting agendas, and other relevant documents as needed.
    • Maintain meticulous records and documentation related to client accounts.
  • Cross-Functional Collaboration:
    • Collaborate closely with internal teams, including sales, marketing, and product development, to address client needs and inquiries.
    • Facilitate effective communication between internal teams and clients to ensure alignment and seamless workflow.
    • Provide timely and accurate responses to client inquiries, requests, and issues.
    • Identify opportunities for cross-selling or upselling additional services to clients based on their needs and objectives.
  • Client Satisfaction and Retention:
    • Monitor client satisfaction levels and identify areas for improvement or opportunities to exceed expectations.
    • Touch base with clients on a regular basis.
    • Address and resolve client issues or concerns in collaboration with internal teams, escalating when necessary.
    • Proactively identify opportunities to enhance the client experience and increase client retention through value-added services and proactive support.
  • Market Research and Industry Awareness:
    • Stay informed about industry trends, market developments, and competitors' activities within the private market investing space.
    • Conduct market research and gather intelligence to support account management efforts and stay ahead of the curve.
    • Provide insights and feedback to the account management team to improve service offerings and client engagement strategies.

Requirements:

  • Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent practical experience).
  • Previous experience in an account management, client services, or customer support role is preferred.
  • Strong organizational skills and attention to detail, with the ability to manage multiple client accounts simultaneously.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Client-focused mindset with a passion for building and maintaining strong client relationships.
  • Proficiency in using CRM systems (Hubspot, Slack) or account management software is a plus.
  • Ability to prioritize tasks and meet deadlines in a fast-paced environment.
  • Proactive problem-solving skills and a collaborative team player.

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