Senior Client Experience Manager, CASE

5 days ago


Boulder, Colorado, United States Ethos Veterinary Health Full time

We are seeking a highly skilled and experienced Senior Client Experience Manager to join our dynamic team at Colorado Animal Specialty & Emergency (CASE). As a Senior Client Experience Manager, you will play a pivotal role in shaping the client's journey, partnering closely with our Hospital Director and department leaders to ensure a seamless and exceptional client experience.

About the Role

The ideal candidate will possess outstanding communication and customer service skills, ensuring our clients and referring veterinarians feel valued and supported. You will be responsible for creating team member schedules to ensure consistent coverage, leading regular team meetings to share ideas and outline new initiatives, and providing leadership, motivation, and development to team members.

You will establish operating standards that deliver exceptional client service, analyze client journeys, and provide recommendations for improvement. Additionally, you will handle client complaints and escalations to achieve mutually beneficial resolutions and partner with internal services for feedback on how the client experience team delivers value.

We believe in an adaptable schedule that fits the needs of our team and clients. You will work alongside passionate professionals dedicated to providing the highest level of care, making a meaningful impact on the lives of our furry patients and their families every day.

Key Responsibilities
  • Create team member schedules to ensure consistent coverage.
  • Lead regular team meetings to share ideas, enhance skills, and outline new initiatives.
  • Provide leadership, motivation, and development to team members, acting as a role model.
  • Establish operating standards that deliver exceptional client service.
  • Analyze client journeys and provide recommendations for improvement.
  • Handle client complaints and escalations to achieve mutually beneficial resolutions.
Compensation and Benefits

The estimated salary for this position is $65,000 - $80,000 per year, depending on location and experience. We offer a comprehensive benefits program, including medical, dental, vision, a 401k with employer match, paid time off, and employee pet discount. Our team can provide more information about compensation and benefits during the hiring process.



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