• Map the journeys ensuring they are digital-first and use testing and optimization to drive results in planning and managing audience segmentation and targeting. 
• Using data and analytics to create effective targeting of intermediaries by priority, opportunity and behaviors.
• Collaborate with colleagues to develop and execute effective and breakthrough audience-specific and/ or brand-building targeting.
• Be centered around delivering client journeys that provide an impeccable experience for Wealth Management and Institutional audiences that are a strategic and important focus to grow business
• Work to ensure excellence by staying current with marketing innovation and trends to deliver high-quality journey experiences across channels and to recommend process improvements to enhance the organization's competencies.
• Influence the client experience strategy, marketing channels, and digital experiences and drive better business outcomes through the application of analytics.
• Collaborate with other departments in the company to achieve customer satisfaction and resolve issues with speed and efficiency.
• Analyse customer adoption and platform usage trends
• Oversee and undertake other activities to gauge customer feedback and make sure that this is used effectively.
• Drive special projects and initiatives about corporate strategy and customer engagement.

Skills: Digital-first Journey Mapping, Data-Driven Audience Targeting, Collaborative Skills, Client Experience Optimization, Marketing Innovation and Trends, Client Experience Strategy, Customer Satisfaction and Issue Resolution, Analytics and Feedback Analysis

• Assist the Regional CX Leader with the execution of the plan and approach for the Regional CX program to achieve its goals
• Drive the execution of the CX strategy for the Region
• Serve as a main point of contact and a subject matter specialist for CX processes
• Collaborate with various teams across BD and provide support on all CX-related information
• Coach accounting team, client executives, and other team members on interviewing, capturing, and disseminating client feedback
• Coordinate with GCSP and account teams on CX plans, which includes continuous follow-up to ensure ASQs are scheduled and completed
• Participate in face-to-face and virtual interviews with top strategic clients in the Region and document the interview and action plans
• Analyse aggregated feedback and deliver insights and best practices across the Region
• Prepare high-impact deliverables to summarize feedback and communicate action plans to clients, account teams, and regional leadership
• Track ASQ at-risk accounts, provide alerts and follow-ups to account teams, and ensure resolution
• Escalate concerns with the CX process for accounts, or the overall program to CX Region Leadership
• Manage GDS relationship, and ensure timely tracking and reporting into the global CX database
• Liaise with the Global and Area CX teams to ensure consistency of reporting
• Manage and maintain the CX repository and database
• Analyse data and look from different angles to identify and share key trends with account teams, and with market segment and BD leadership teams
• Monitor interview activity compared to Region ASQ goals, alert ASQ Region Leader and provide recommendations

Skills: Customer Experience Strategy Execution, Subject Matter Expertise, Cross-Functional Collaboration, Client Feedback Management, Strategic Communication, Data Analysis and Insights, Stakeholder Management, Process Improvement and Database Management

• Increase customer satisfaction and drive customer retention
• Define, design, and map customer journey detailed roadmap and propose systems, service, and marketing initiatives.
• Guide team in effective client issues resolution and handle any escalations
• Develop listening and feedback points in the customer journey and identify opportunities for continuous improvement
• Continually review and evolve the collection of processes Laurie Reader uses to track, oversee and organize interactions between team members and the client
• Collect surveys from clients who have closed on a purchase with us
• Engage with clients to generate reviews and hit company review count goals
• Create “clients for life” and generate repeat and referral business from existing clients
• Responsible for both recurring/standardized reporting
• Responsible for analyzing trends collected from customer escalations and converting the data into insights and actions.

Skills: Customer Satisfaction Enhancement, Customer Journey Mapping, Conflict Resolution Leadership, Continuous Improvement, Process Management, Feedback Collection, Client Engagement and Retention, Analytical Skills

• Develop a thorough understanding of Notified product offerings and roadmap.
• Act as a critical connection point between Notified and the customer. 
• Ensure the customer understands the Notified value proposition
• Drives adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identifies areas of upsell/expansion.
• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. 
• Recommend workflow changes of redesigning functions around customer needs.
• Contributing towards Client Experience Vision, to delight and give clients the experience they need.
• Cross-collaboration with internal teams to identify potential upsell opportunities with existing clients, and help sales teams understand the needs of existing clients
• Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.
• Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.
• Ensure customers are aware of and utilizing company-provided resources including knowledge bases, blogs, videos, demos, and best practices guides.

Skills: Product Knowledge and Roadmap Understanding, Customer Relationship Management, Adoption and Expansion Strategies, Customer Journey Evaluation, Workflow Optimization, Client Experience Enhancement, Cross-functional Collaboration, Customer Training

• Manage assigned client relationships and partner with Professional Services, Product and Development teams for support on technical and/or complex issues related to the delivery of the platform.
• Provide project management and analytical support to clients in support of their overall business strategies and pricing platform implementation.
• Proactively help keep clients on track, assisting clients "see around corners" and spotting trouble before it happens.
• Develop a deep knowledge of the PrecisionLender platform to best support clients and work effectively with development and product teams.
• Keep up with relevant banking and financial services industry trends and share helpful information with clients.
• Work with the client Relationship Manager (RM) to help clients see the value of optional features they have not purchased to support future upsells
• Embrace change, seek out new initiatives and provide ideas and recommendations to better serve clients.
• Connect with clients in person when possible.
• Create strong relationships so clients cannot imagine doing business without a solution.
• Provide input to Product Management on enhancements and new releases, including support of commercialization of new projects
• Identify product gaps and provide recommendations based on client feedback.

Skills: Client Relationship Management, Technical Support and Issue Resolution, Project Management, Proactive Client Support, Platform Expertise, Industry Knowledge, Sales Support and Upselling, Change Management and Innovation

• A solid knowledge of the financial domain 
• Must have a Chartered Financial Analyst (CFA)
• Excellent client relationship management skills
• Proven experience in project management in the risk, wealth, or portfolio management industry
• Experience in financial system configuration and integration
• Ability to handle multiple roles such as consulting, project management and project planning, business analysis and implementations
• Strong technical (SDLC) background who thrives in working in a fast-paced environment and with a variety of tasks and priorities.
• Experience with financial software system vendors
• Ability to generalize business requirements and translate them into technical requirements
• Excellent interpersonal, analytical, and organizational skills, with excellent verbal and written ability
• Professional demeanor and timeliness

Qualifications: BA in Marketing with 10 years of experience

• Proven experience working in the Benefits Administration
• Experience in client services, account management, media buying, or media strategy
• Experience in client relationships and/or benefits administration/implementation role or similar.
• Knowledge of ERISA regulations.
• Basic knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.
• Ability to self-motivate and prioritize responsibilities independently.
• Strong customer-facing skills with excellent presentation skills - comfortable wowing people
• Management/Mentorship working experience
• Ability to travel and interface with clients out of office
• Strategic thinker and listener
• Strong communication skills both written and oral

Qualifications: BA in Business Administration with 8 years of experience

• Strong experience in account management or customer service skills
• Ability to understand 'the big picture' while having an eye for detail and an inherent thoroughness in approach.
• Exceptional communication skills, including presenting, writing, and verbally communicating in person and virtually.
• Proactive nature with strong problem-solving and interpersonal skills.
• Desire to contribute to a fast-paced, high-growth culture.
• Ability to multi-task, work under pressure, flexibility, and time-management skills.
• Ability to inspire confidence and gain credibility with co-workers and clients
• Positive outlook and service-based mentality
• Attention to detail and follow-up activities.
• CRM and Pipeline Management working experience 
• High energy and a commitment to professionalism

Qualifications: BA in Psychology with 9 years of experience

• Knowledge of the homebuilding and/or surveying industries
• Must be a high producer in autonomous working situations and a self-motivator
• Experience leading a team to meet and exceed sales goals and other KPIs
• Able to quickly learn and navigate software systems and maintain records
• Excellent communication and customer service skills
• Have a high level of understanding of social media
• Commitment to being ridiculously responsive.
• Ability to multi-task and stay organized while paying high attention to detail and follow-through
• Positive, motivating, and effective interpersonal communication skills
• Can easily identify opportunities for growth and strategies for execution

Qualifications: BA in Hospitality Management with 7 years of experience

• Be driven, creative, self-starter and strategic thinker with a diligent work ethic. 
• Possess the ability to lead, advise and advocate for customers
• Experience in key customer delivery roles such as Project Manager, customer success manager, or similar delivering subscription software or SaaS products to enterprise customers.
• Excellent presentation skills and comfort in leading groups
• Ability to interact effectively at all levels, both internally and externally and negotiate effectively delivering “win-win” results
• Knowledge of cyber-security technologies, endpoint and server security concepts, and public cloud (AWS, Azure, GCP).
• Successful experience managing key customer relationships at large global companies
• Have a high level of complexity, focus, and intensity.
• Proven ability to navigate complex customer organizations, and align strategic solutions to multiple stakeholders within a target customer.
• Ability to multitask and meet critical deadlines in a fast-paced environment
• Strong team player with experience navigating internal teams and coordinating effective customer delivery aligning customer needs.

Qualifications: BA in Human Resources Management with 11 years of experience