Senior Manager, Strategic Communications and Operations

3 days ago

Baton Rouge, Louisiana, United States EisnerAmper Full time
About the Role

We are seeking a highly skilled Senior Manager, Strategic Communications and Operations to join our team at EisnerAmper. As a key member of our Client Experience department, you will be responsible for creating and executing a strategic communications plan that supports the firm's business goals, brand voice, and CX business strategy.

Key Responsibilities
  • Create and execute a strategic communications plan for Client Experience that supports the firm's business goals, brand voice, and CX business strategy.
  • Lead and support our client satisfaction strategy through our client feedback programs, such as client surveys, interviews, and client satisfaction metrics.
  • Lead on delivering a client satisfaction program that not only reports out findings but ensures a solid follow-through process for our clients.
  • Guide firm leadership on how client satisfaction impacts their business strategy.
  • Position yourself as the strategic client satisfaction and communications expert, which means demonstrating your ability to add value to client experience and our client service partners through strategic communications and presentations.
  • Manage and evaluate the effectiveness of various CX initiatives through client feedback, and across business lines and operations teams, in coordination with the head of CX, CX Manager in charge of the Diamond Program, and members of the CX Analytics team.
  • Lead the CX communications, operations, and feedback process for projects, rollouts, and operational initiatives that impact clients. This includes creating a strategic CX satisfaction and execution plan for M&A integration, and Client Resources.
  • Requires you to work closely with Marketing, Technology, and Operations teams to ensure the consistency, execution, and integration of client communications within the firm's marketing tech stack, content, and digital platforms.
  • Manage client communications and feedback for our client technology or solutions rollouts, to ensure clients are communicated with quickly and clearly, and to improve client satisfaction, retention, and loyalty through firm rollouts.
  • Provide regular feedback and insights to the senior management and stakeholders on the client performance, issues, and opportunities in project rollouts.
  • Lead special projects that may come up within the Client Experience domain, ensuring they support the firm's strategic goals and deliver value to clients.
Requirements
  • Bachelor's degree in Communications, Marketing, Business Administration, or a related field. MBA preferred.
  • Minimum of 10 years of experience in a strategy, business ops, marketing, business development, or client experience role, preferably within a professional service or B2B environment.
About EisnerAmper

EisnerAmper is one of the largest accounting, tax, and business advisory firms, with approximately 450 partners and 4,500 employees across the world. We combine responsiveness with a long-range perspective to help clients meet the pressing issues they face today and position them for success tomorrow.

We are engaged by the attorneys, financial professionals, bankers, and investors who serve these clients. We strongly believe in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, EisnerAmper is proud to be an Equal Opportunity Employer.

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