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Client Relations Manager

2 months ago

Weston, United States prosource Full time

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 progressive IT staffing firm with a diverse portfolio of consultants and clients. Our commitment lies in providing outstanding experiences for both our customers and consultants. As we expand, we are in search of a dedicated and adaptable Client Experience Manager.

Position Overview:

The Client Experience Manager is essential for ensuring seamless operations within the organization. This role is vital for upholding high standards of satisfaction among clients and consultants, supporting recruitment and sales teams, and managing various HR responsibilities. The ideal candidate will be versatile, detail-oriented, and capable of handling a broad spectrum of tasks, including occasional business analysis and administrative support.

Key Responsibilities:

Client Experience Operations:

  • Enhance and oversee the comprehensive client experience.
  • Act as the main liaison for clients, ensuring their requirements are addressed promptly and effectively.
  • Manage client relationships while ensuring compliance with Master Service Agreements (MSAs).
  • Develop and implement thorough client experience strategies that align with organizational objectives.
  • Gather, analyze, and respond to client feedback through various channels to identify trends, challenges, and opportunities for enhancement.

Consultant Experience Operations:

  • Ensure a positive and productive environment for consultants.
  • Address consultant inquiries and facilitate timely solutions.
  • Maintain ongoing communication with consultants to ensure high levels of engagement and satisfaction.

Support for Recruitment and Sales Teams:

  • Collaborate with recruitment and sales teams to optimize processes and improve efficiency.
  • Assist in crafting and executing strategies to attract and retain top talent.
  • Support sales initiatives and contribute to client acquisition and retention efforts.

HR Responsibilities:

  • Manage various HR-related tasks, including onboarding, offboarding, and performance management.
  • Maintain and update HR records and documentation.
  • Address employee relations matters and promote a positive workplace culture.

Administrative Support:

  • Assist in scheduling meetings, preparing agendas, and documenting meeting minutes.
  • Manage calendars and coordinate logistics for team events and activities.
  • Perform general administrative tasks as required.

Business Analyst Responsibilities:

  • Evaluate business processes and identify areas for improvement.
  • Assist in the development and execution 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 cohesive and integrated client experience.
  • Lead cross-functional initiatives to enhance client experience and resolve client issues.

Performance Metrics and Reporting:

  • Develop and monitor key performance indicators (KPIs) related to client experience (e.g., NPS, CSAT, retention rates).
  • Provide regular reports and insights to senior management regarding client experience performance and initiatives.

Innovation and Improvement:

  • Stay informed about industry trends, technologies, and best practices in client experience and operations management.
  • Propose and implement innovative solutions to improve client satisfaction and loyalty.

Qualifications:

  • Bachelor's degree in Business Administration, Human Resources, or a related field.
  • Demonstrated experience in operations management and client experience, preferably within the IT staffing or staffing industry.
  • Strong organizational and multitasking abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in Microsoft Office Suite and other relevant software.
  • Ability to work independently and collaboratively.
  • Experience with HR functions and knowledge of HR best practices.
  • Analytical mindset with problem-solving capabilities.

Personal Attributes:

  • Client-focused mindset with a commitment to delivering exceptional client and consultant experiences.
  • Strong problem-solving abilities and a proactive approach to addressing challenges.
  • High level of emotional intelligence and empathy.
  • Ability to thrive in a fast-paced and dynamic work environment.