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Executive Director of Client Experience

2 months ago

Atlanta, Georgia, United States Brightwell Full time
About the Role

We are seeking a highly skilled and experienced Executive Director of Client Experience to join our team at Brightwell. As a key member of our leadership team, you will be responsible for driving a client-centric culture throughout the organization.

Key Responsibilities
  • Develop and Execute Client Services Strategy: Develop and execute a comprehensive client services strategy that aligns with the company's overall business objectives.
  • Lead Client-Focused Initiatives: Lead the development of client-focused initiatives, setting KPIs and performance metrics to drive customer satisfaction, retention, and business growth.
  • Client Onboarding and Implementation: Establish seamless onboarding of new clients as they flow from Sales through Implementations and Operations.
  • Client Relationship Management: Establish and maintain strong, long-term relationships with key clients, serving as the primary point of contact for executive-level client interactions.
  • Client Advocacy: Act as a client advocate within Brightwell, seeking client perspectives and feedback and ensuring these are considered in strategic decision making.
  • Department Operations: Oversee the day-to-day operations of the client services department, implementing best practices and process improvements to ensure efficient and effective service delivery.
  • Team Leadership: Lead, mentor, and develop a high-performing client services team, identifying and addressing skills gaps within the team and providing opportunities for professional development and career growth.
  • Industry Trends and Innovation: Identify emerging trends and technologies in client services and develop new service offerings or enhancements to meet changing client needs and market demands.
Requirements
  • Education: Bachelor's degree in Business Administration, Marketing, Communications, or a related field. MBA or other equivalent advanced degree is preferred.
  • Experience: Minimum of 10 years of experience in client services, account management, or a related field.
  • Leadership and Team Management: Strong leadership and team management abilities.
  • Interpersonal and Communication Skills: Excellent interpersonal and communication skills, with the ability to interact effectively at all levels of the organization.
  • Problem-Solving and Analytical Skills: Proven track record of developing and executing successful client service strategies, with the ability to analyze complex data and make informed decisions.
  • Client-Focused Mindset: Client-focused mindset with a commitment to delivering exceptional service.
  • Strategic Thinking: Strategic thinker with the ability to execute both short-term and long-term goals.
  • Integrity and Professionalism: High level of integrity and professionalism.
  • Travel Requirements: Ability to travel domestically and internationally (approximately 20%).
About Brightwell

Brightwell is a pioneering payments company dedicated to providing innovative solutions and technology for global money transfers while navigating the intricate landscape of regulatory requirements. We empower businesses and individuals to seamlessly manage and move money worldwide.

We offer a dynamic and inclusive work environment, with opportunities for professional growth and development. If you are a motivated and experienced professional looking to join a forward-thinking organization, we encourage you to apply for this exciting opportunity.