CLIENT EXPERIENCE MANAGER JOB DESCRIPTION

A Client Experience Manager keeps subscribers actively using a software platform. Sitting between support, product, and sales teams, this person owns the account health signal for an assigned book of business and flags churn risk before it surfaces in renewal numbers. Quarterly OKR reviews and a structured onboarding curriculum are the tools used to turn a new subscriber into a confident daily user of the platform. The work blends technical troubleshooting with relationship management, since renewal decisions ultimately rest on daily adoption.

As the Client Experience Manager, you serve as the primary point of contact for an assigned portfolio of SaaS accounts, translating platform features into measurable adoption and renewal outcomes. You work alongside support, product, and sales teams and typically report to a Director or Head of Client Experience overseeing the broader account portfolio.

Career Impact: Success in this seat builds a track record in churn prevention and renewal strategy that transfers directly into senior customer success and account leadership roles.

Business Impact: Accounts assigned to this role only renew when platform adoption is high, making this role the direct owner of the retention numbers finance depends on.

Growth Opportunity: Running quarterly OKR cycles and cross-functional escalation paths builds the operational fluency that leads toward Director of Client Experience or VP of Customer Success titles.

• Own account health status for an assigned book of business, flagging churn risk before renewal conversations begin.
• Guide new clients through platform onboarding, converting new logins into confident daily users within the first quarter.
• Coordinate escalation of technical issues with product and engineering teams to resolve service disruptions quickly.
• Lead recurring client calls to review usage data, adoption trends, and progress against quarterly OKRs.
• Identify upsell and expansion opportunities within existing accounts based on usage patterns and stated goals.
• Document client feedback and account history in the client relationship system to support renewal decisions.
• Train client administrators on platform features, workflows, and reporting during onboarding and refresher sessions.
• Partner with sales teams to transition new accounts smoothly from contract signature into active platform use.

• Bachelor's degree in business, communications, or a related field, or equivalent work experience.
• 3 or more years of client-facing account management or customer success experience, with SaaS platform exposure.
• Demonstrated ability to interpret usage data and translate it into renewal and adoption strategies.
• Experience managing a defined book of accounts against retention and satisfaction targets.
• Strong written and verbal communication skills for technical and non-technical stakeholders alike.
• Ability to coordinate across support, product, and sales teams to resolve client issues.
• Comfort learning and training others on evolving software features and workflows.

• Experience with quarterly OKR planning or structured account review cadences.
• Background in a regulated or compliance-sensitive industry requiring additional licensing or certification.
• Familiarity with onboarding curriculum design or client training program development.

• Net revenue retention rate, reflecting how well the managed book of accounts renews and expands.
• Time to first value, measuring how quickly new clients reach active platform adoption.
• Escalation resolution time, tracking how fast flagged account health risks are addressed.
• Quarterly OKR completion rate, showing consistency of structured account review execution.
• Client training completion rate, reflecting effectiveness of the onboarding curriculum delivered.

• Base Salary Range: $65,000 to $95,000 annually, depending on experience and market
• Bonus: Annual performance bonus tied to retention and renewal targets, typically 5 to 10%
• Equity: Stock options or RSUs commonly offered at growth-stage SaaS companies
• Health Benefits: Medical, dental, and vision coverage, often with employer premium contributions
• PTO: 15 to 20 days annual paid time off plus standard holidays
• Common Perks: Remote or hybrid flexibility, wellness stipends, and professional development budgets

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Candidates must be authorized to work in the United States. Employment is contingent upon successful completion of a background check. Reasonable accommodations are available throughout the application and employment process for individuals with disabilities upon request.

The Client Experience Manager owns the end-to-end health of the client base and team, engaging daily operations to deliver consistent, high-quality customer service while identifying new areas of business growth. Collaborating across all organizational levels and building toward the goals set by client experience leadership, this role shapes the processes, relationships, and knowledge-sharing culture that enable the team to meet every initiative.

Key Responsibilities

• Engage and lead with keen insight into the overall health of the team and client base to deliver world-class customer service in every interaction.
• Collect, compile, and submit reports specific to team data to ensure excellence at all levels.
• Collaborate on process improvement and best practices to overcome team obstacles and build knowledge sharing.
• Build productive relationships with all levels of leadership and teams throughout the organization.
• Communicate business strategies and results to the client experience team to empower achievement of goals and initiatives.
• Provide timely feedback to the management team on customer trends, issues, and needs.
• Deliver a delightful client experience in every interaction.
• Identify new areas of business growth.
• Demonstrate accountability to a collaborative and integrative culture and workflow.

Required Qualifications

• Bachelor's degree required; MBA or master's degree desired but not required.
• 5+ years of Home Health, Home Care, Hospice, and/or Palliative Care experience.
• Experience and knowledge of project management and product management disciplines.
• Proficient in MS Office (PowerPoint).
• Strong leadership experience within operations, having built teams, processes, and installed new technologies.
• Demonstrated ability to lead core values, mission, and vision embedded within the organization.
• Talent for facilitating diverse groups and building consensus, as well as preparing an organization for change and continuous improvement.
• Proven success leading a large organization through change and data-driven decisions.
• Capable of making sound judgment decisions while exhibiting calmness under pressure.
• Excellent verbal, written, and listening communication skills.
• Ability to interact effectively with multiple internal and external constituent groups.

Embedded within the retail client experience function, the Client Experience Manager develops and executes loyalty programs, personalized treatment plans, and VIP gifting strategies to build meaningful relationships across Retail, Watch Specialist, and digital commerce client segments. Working closely with global teams and local market stakeholders, this role adapts global CRM guidelines to local strategy and translates client data and analytical insights into measurable experience enhancements.

Core Functions

• Clearly define client recruitment and loyalty strategy according to client segment and channels.
• Develop loyalty programs in line with global guidelines and adapt local client strategy to build meaningful relationships with clients from Retail, Watch Specialist, Chinese travellers, cCom, etc.
• Plan yearly client activities and campaigns with a focus on experience enhancement, ensuring high-quality execution and monitoring.
• Analyze results and follow up for continuous enhancement.
• Understand client needs and preferences from data and analytical insights to detect personalization opportunities.
• Create personalized treatment plans by client typology, channel, location, and other means, considering resource allocation and operational efficiency.
• Manage personalized client experience events and monitor results.
• Define client gifting scheme, source and produce localized VIP gifts, and study best practices and competition on treatment and gifting offerings.

Qualifications & Experience

• Bachelor's degree or above.
• Minimum 5 years of experience in the luxury, fashion, or luxury hotel industry, with CRM or Marketing experience preferred.
• Good sense of quality, aesthetics, and brand image.
• Proficient with Microsoft Office Programs (Word, Excel, and PowerPoint), with Access as a plus.
• Strong planning, multitasking, and project management skills.
• Skilled in both written and spoken English and Chinese Mandarin.
• Strong interpersonal communication skills.
• Attention to detail, precision, and logical thinking.
• Positive attitude, good team player, self-starter, takes initiative, and responsible personality.

Reporting to the internal client team leadership, the Client Experience Manager leads client administrators through benefits, systems, and HRIS on a day-to-day basis, educating them on programs and tools to maximize value from the full service offering. Partnering with cross-functional internal teams, this role resolves issues, delivers system training, and manages client data to ensure a consistently first-class experience.

Primary Duties

• Build strong relationships with client administrators at exciting companies.
• Provide friendly, knowledgeable guidance to client administrators.
• Work collaboratively across internal teams to resolve issues and answer client questions.
• Answer questions and provide support related to Benefits, Wellbeing, and other Sequoia One programs.
• Serve as point of contact for systems support and functionality.
• Schedule and lead system trainings for new client contacts and refreshers as needed.
• Manage client data in HRIS.
• Work closely with the internal client team to ensure a first-class client experience.

Skills & Qualifications

• Bachelor's degree required.
• 5+ years of Client Service or HR Generalist experience.
• Strong project management skills.
• Ability to communicate and work across client organizations, including HR, CEO, and CFO.
• Solutions-oriented team player who takes initiative and is accountable for results.
• Detail- and process-oriented with excellent communication, organization, and interpersonal skills.
• Ability to understand client needs and deliver results under tight deadlines.

Sitting at the intersection of revenue growth and creative production, the Client Experience Manager leads in-studio sales, coaches creative team members, and draws on data insights to identify opportunities that drive measurable revenue outcomes across new and existing customer segments. Operating across studio operations, marketing, and partnership teams, this role shapes every booking and shoot to reflect best practices while building long-term relationships with VIP and enterprise clients.

Duties

• Achieve monthly revenue targets by working with studio teams to reach and exceed goals.
• Partner with the crew lead to identify and execute strategies that maximize output.
• Grow repeat business with existing customers and convert new customers by personalizing their experience and meeting their needs.
• Meet and exceed expectations relative to core studio metrics including revenue, loyalty, and customer satisfaction.
• Oversee in-studio sales and client experience, resolving service issues independently or in partnership with the customer success team.
• Provide consistent strategic insights on client experience and business performance to help grow and optimize the business.
• Draw insights from data to determine areas of opportunity and action for the studio team that drive revenue outcomes.
• Coach individual studio creative team members to continually improve the client experience.
• Collaborate with key leaders on solutions to address areas of opportunity such as profit decline, employee conflicts, or quality control complaints.
• Work with marketing and partnership teams to identify local business opportunities and drive acquisition.
• Grow and foster relationships with VIP clients and produce shoots for high-value or enterprise clients.
• Ensure best practices in virtual and in-person bookings and shoots.

Experience & Qualifications

• B.A. preferred.
• 5+ years of experience in sales, customer service, or customer success.
• Exceptional verbal and written communication and collaboration skills.
• Skilled in coaching teams to use their strengths to reach positive business outcomes.
• Quantitative and qualitative analysis skills to draw insights and make meaningful decisions.
• Competitive by nature, excited to hit big targets, and an effective decision-maker with a history of driving results.
• Capable of managing multiple tasks simultaneously through successful prioritization in a fast-paced startup environment.
• Proficient with G Suite and spreadsheet data analysis, with photo and video production experience a plus.

A key member of the Client Experience team, the Client Experience Manager owns the firm's CX strategy execution by leading the client survey program, coordinating the Diamond Interview Program, and producing quarterly account management reports that surface trends across marketing, CRM, and financial data. Collaborating across Finance, IT, Marketing, and Project Management, this role builds account growth metrics and client satisfaction initiatives that strengthen relationships across every market segment.

Strategic Responsibilities

• Develop expertise in the client journey, the firm's market and value position, and how clients engage with the company.
• Support key CX initiatives including the client feedback program, Integrated Client Service Program, client account metrics, communications, and Client Portal development.
• Take a lead role in supporting the client survey program, including survey analysis, follow-up interviews, internal feedback coordination, and collaboration with Marketing.
• Support and coordinate the Diamond Interview Program, including research and account analysis.
• Regularly review and analyze Diamond Program accounts and produce quarterly account management reports inclusive of marketing, CRM, ICS, financials, feedback highlights, and trends.
• Support ICS Program growth through monthly reporting, presentations, industry analysis, trends identification, and employee communications.
• Support client experience operations such as onboarding process improvement, client communications, and collaboration with Finance, IT, Marketing, and Project Management.

Minimum Qualifications

• Minimum 5 years in a client experience manager role with a bachelor's degree, or minimum 7 years without a degree.
• Experience in running client feedback programs and driving strategic internal and external communications campaigns.
• Experience with CRM software such as NetSuite or Salesforce; feedback or survey analytics tools such as SurveyMonkey, GetFeedback, Qualtrics, or Stata.
• Skilled in Microsoft Office Suite, particularly PowerPoint, Excel, Word, and Teams.
• Comfort and eagerness to learn new technology platforms.
• Strong communication, collaboration, leadership, organizational, and influencing skills.
• Ability to multi-task, define goals, create strategic plans, implement new processes, and operate in a constantly evolving environment.
• Ability to work across a variety of stakeholders and teams to achieve goals and implement strategic initiatives.

Measurable ROI growth for a portfolio of enterprise brand clients depends on the Client Experience Manager, who owns a book of business as the day-to-day point of contact, leads brainstorming sessions to uncover new platform use cases, and maintains a strong retention rate. Based within a collaborative CX organization and working alongside product and solutions teams, this role delivers expertise in HTML, digital marketing metrics, and executive communication to realize growth within each account.

Accountabilities

• Serve as the day-to-day point of contact for a book of business, holding regularly scheduled calls with clients.
• Develop a comprehensive understanding of each client's business, program goals, and objectives.
• Act as the internal point of contact for account health updates, escalating churn risks as needed.
• Project manage and traffic assets to execute client use cases.
• Lead interactive brainstorming sessions to find new and innovative ways to use the platform.
• Maintain a best-in-class retention rate and realize growth within the covered book of business.

Background & Experience

• 2+ years of Account Management experience, preferably in a SaaS environment, with 2+ years in the email marketing space.
• Intermediate to expert knowledge of HTML/CSS, expert proficiency in PowerPoint and Photoshop.
• Proven knowledge of key digital marketing metrics and strategies that increase engagement.
• Experience presenting marketing strategies and results to Director-level audiences and above.
• Ability to build relationships to grow business, juggle multiple tasks and external stakeholders, and maintain a solution-focused approach.
• Strong executive communication, presentation skills, and out-of-the-box thinking with the ability to work independently.
• Experience in web, display, or mobile marketing strategies or technologies, with software development or startup experience a plus.

As the Client Experience Manager, this role builds new business with media buying agencies and Life Science companies by developing strategic account plans, delivering capabilities presentations, and securing brand leads for patient-facing campaigns across the healthcare space. The business development and partnerships teams rely on this work to expand market awareness, respond to RFPs, and maintain healthy agency and Life Science relationships through organizational change.

Job Functions

• Generate new business with media buying agencies, AORs, and Life Science companies for brands with patient-facing strategic imperatives.
• Foster and manage healthy client relationships through organizational changes.
• Prepare and present capabilities presentations and product demonstrations.
• Complete media agency RFP templates and ensure inclusion in such proposals.
• Develop strategic and creative account plans for managing agencies, Life Science companies, and their respective brand opportunities.
• Collaborate regularly with internal Business Development, Analytics and Insights, Sales Ops, Content Strategy, Senior Leadership, and Demand Generation Teams.
• Identify and pursue new sales opportunities and increase awareness within the healthcare space.

Professional Experience

• Minimum 3-5 years of experience in client services, account management, media buying, or media strategy.
• Healthcare experience required, with Point of Care, Out of Home, Pharmaceutical, OTC, and/or CPG experience highly valued.
• Familiarity with digital media vernacular and measurement.
• Proficiency in creating PowerPoint presentations.
• Strategic thinker and listener with excellent written and oral presentation skills.
• Strong customer-facing skills with ability to travel and interface with clients out of the office.

Client Experience Manager shapes the account management function for a growing organic food and wellness company, building strong client relationships, designing custom snack and wellness programs, and launching in-office kitchenette spaces that bring the brand mission to life across the market. The work directly supports client retention and revenue growth by upselling services and ensuring employees at each account remain engaged and satisfied year after year.

Areas of Ownership

• Maintain and build strong relationships with clients and offer a seamless client experience.
• Create custom plans for clients such as new snack programs and health and wellness initiatives to ensure employee engagement and satisfaction.
• Work on client retention to ensure clients return year after year.
• Upsell services to current clients.
• Evangelize in-office user experience by designing and launching sleek kitchenette spaces.

Education & Experience

• Bachelor's degree in humanities, business, or social science preferred.
• 3-5 years of experience in account management with budget, preferably in hospitality, food, beverage, or SaaS industry.
• Experience managing up to 10-20 accounts at a time, with B2B experience preferred.
• Proven leadership ability with strong communication skills and fanatical focus on providing an excellent customer experience.
• Highly detail-oriented, efficient, and an operational strategist.

The Client Experience Manager advances end-to-end journey evaluations and process enhancement projects for multiple marketing divisions, translating Voice of the Customer and Voice of the Agent insights into redesigned workflows tied to quantified bottom-line and top-line business results. Collaborating with cross-functional business unit teams from senior leaders to front-line members, this role moves enhancements from current-state analysis through implementation and shares success stories across the organization.

Role Responsibilities

• Manage projects with a primary focus on the client, including setting project direction, articulating deliverables and milestones, motivating cross-functional teams, and incorporating metrics for success.
• Help define business process goals that will lead to enhanced client satisfaction.
• Understand current processes and procedures utilizing journey and process mapping with a clear focus on delivering desired value to clients and prospective clients.
• Identify enhancement opportunities in current processes through current state, future state, and gap analysis.
• Develop recommendations for business implementation with an understanding of key activity measures to ensure execution of redesigned processes.
• Link process enhancements to tangible quantified business results, demonstrating the overlap of good for the client and good for the business.
• Collaborate with the Client Experience communication specialist to share specific success stories across the organization.

Required Qualifications

• Minimum 5 years of experience in a related or consultative business role.
• Strategic thinker who is comfortable with the details, specifically around process details.
• Ability to quantify business savings specific to process recommendations made.
• Strong oral and written communication skills.
• Comfortable working with cross-functional teams from senior leaders to front-line team members.

Embedded within the company's client experience department, the Client Experience Manager oversees the full lifecycle of department operations, recruiting and training supervisory staff, establishing service levels and performance metrics, and acting as the organizational liaison to ensure consistent, high-quality client outcomes. Working closely with all internal departments and reporting to company leadership, this role develops training programs, quality assurance measures, and technology upgrades that improve customer service and retention at scale.

Leadership Responsibilities

• Recruit, interview, hire, and train departmental supervisory staff.
• Oversee the daily workflow of the department.
• Provide constructive and timely performance evaluations.
• Draft, implement, and execute policies and procedures to facilitate a quality client experience.
• Establish performance metrics and service levels for client experience specialists and the department.
• Develop and implement methods to record, assess, and analyze client feedback.
• Develop and implement training and quality assurance programs for new hires and experienced employees.
• Identify and recommend updates and expansions to technology, equipment, and policies to improve customer service and retention.
• Act as a liaison between the client experience team and other departments in the company.

Experience & Qualifications

• Bachelor's degree strongly preferred, with at least 5 years of related experience and prior management experience required.
• Experience with workforce management.
• Ability to manage multiple tasks simultaneously, moving between technical, financial, and client interactions with ease.
• Superior interpersonal skills with the ability to work with various types of stakeholders and influence desired outcomes without direct authority.
• Critical thinker with a continuous improvement mindset, strong analytical skills, and the ability to learn at a fast pace.
• Detail-oriented, very organized, and self-disciplined with a strong work ethic.
• Problem solver who enjoys helping others and aspires to personal career growth and development.

Reporting to regional and sales leadership, the Client Experience Manager develops needs-based, data-driven marketing proposals pre-sale and then project manages every campaign tactic through to post-sale performance reporting, ensuring strategic accounts achieve measurable ROI. Partnering with sales teams, internal operations, and research platforms including eMarketer and Google Analytics, this role serves as the primary point of contact throughout every stage of the strategic account lifecycle.

Ownership Areas

• Serve as the main point of contact for both internal and client-facing communication and meetings during all stages of a strategic account's lifecycle.
• Formulate needs-based and data-driven marketing and advertising strategies based on client goals, including pulling audience and platform availability, determining investment allocations, recommending tactics, and creating proposals.
• Work directly with clients pre- and post-campaign to ensure successful launches and performance, including onboarding, proof approvals, and granting required access.
• Collaborate with internal teams to ensure successful launches, timelines, and outcome expectations.
• Proactively identify ways to improve campaign performance, achieve client business goals, and solve roadblocks as they arise.
• Deliver in-depth reporting to sales teams and clients, communicating successes, areas of improvement, optimization and strategy recommendations, and upsell opportunities.
• Conduct research and interpret data from various research and analytic tools, including Claritas, eMarketer, Nielsen, and Google Analytics.

Qualifications & Experience

• Preferred Bachelor's Degree or 5 years of relevant experience in regional or national marketing account management.
• Experience in advanced campaign performance analytics and data visualization.
• Significant experience in professional client relationship management with a solid background in advertising, design, or marketing.
• Strong technical skills in Microsoft Office, specifically PowerPoint.
• Ability to plan and strategize at a senior level with a persuasive and confident approach to creative projects.
• Excellent written and oral communication skills with full awareness of creative processes and techniques, including digital platforms.
• Willingness to note relevant trends, develop ideas, and work as an authoritative figure in a busy team.

Sitting at the intersection of client relationship management and post-sales analytics, the Client Experience Manager oversees analytical engagements end-to-end, delivering against Statements of Work, producing quarterly business reviews with actionable findings, and mentoring Senior Business Analysts and Business Analysts across local and remote project teams. Operating across Technical PMs, Account Managers, and Support and Delivery team members, this role advances the client relationships and business cases that drive continuation of engagements and participation in strategic improvement projects.

Executive Functions

• Deliver to the specifics of the Statement of Work agreed for each client and meet defined deadlines.
• Create and manage delivery plans for every Release and conduct daily update calls with the MAST.
• Deliver final Release presentations and quarterly business reviews with valuable and actionable findings.
• Create strong, actionable business cases resulting in continuation of the MAST.
• Complete monthly scorecards for Senior Business Analysts and Business Analysts on their MAST.
• Maintain positive relationships with customers and mentor Senior Business Analysts and Business Analysts.
• Participate in Strategic Improvement Projects and act as Subject Matter Expert for Curriculum Development as needed.
• Understand and adhere to compliance standards as outlined in the Employee Handbook, Corporate Compliance Policies, Code of Conduct, and Conflict of Interest Policy.

Knowledge, Skills & Abilities

• Bachelor's degree preferred.
• Minimum of 5 years of Contact Center or Consulting experience and minimum of 3 years of managing employees preferred.
• Experience presenting to C-Level individuals in the organization.
• Proficient with MS Office applications.
• Strong negotiation and relationship management skills with the ability to navigate multiple organizational layers and communicate effectively at all levels.
• Excellent analytical and problem-solving skills with strong attention to detail and organizational skills.
• Highly professional with strong verbal and written communication and presentation skills.
• Ability to work independently, meet deadlines, and train and mentor team members.

A key member of the client experience and platform success team, the Client Experience Manager refines the onboarding and support journey on a SaaS cannabis platform, resolving software issues in collaboration with Product and Engineering teams and identifying upsell opportunities while adhering to regulatory banking requirements. Collaborating across Business Development, Product, and Engineering, this role advances platform adoption and retention through Salesforce-tracked interactions, site visits, and data-driven journey improvements.

Day-to-Day Responsibilities

• Interact with clients via email, phone, and chat to resolve software issues and maintain internal notes in Salesforce.
• Work directly with Product and Engineering teams to address client needs, prioritize issues, and provide background for technical resolution.
• Teach customers about the platform, ways to maximize usage, and optimal workflows to grow their business.
• Identify new growth opportunities in existing accounts and work cross-functionally to create increased upsell opportunities.
• Build out client accounts with accurate product information and settings through data entry.
• Onboard clients onto the platform, answer questions, solve problems, and ensure a safe and smooth experience.
• Develop and meet quarterly OKRs and storyboard client journey improvements using data and pattern analysis.
• Collaborate with the Business Development department to ensure a high-touch handoff and ongoing open dialogue, while adhering to policies, procedures, and regulatory banking requirements.

Technical Qualifications

• 3+ years of sales and/or client management experience, ideally in the cannabis industry or a startup environment.
• Series 7 and 63 securities licenses currently held or willingness to obtain as a condition of hire.
• Genuine interest in blockchain technology and the crypto movement.
• Experience communicating technical software, including feature demonstrations, functionality overviews, and best practice sharing with non-technical end users.
• Relationship management experience with a SaaS software solution.
• Experience with Salesforce CRM, conflict resolution, issue escalation workflows, and organizing client relationships through CRM tools such as Talkdesk, Zendesk, or Gladly.
• Strong communication, interpersonal, and presentation skills with a track record of building lasting client relationships virtually and through site visits.
• A self-description as some combination of creative, humble, ambitious, detail-oriented, hardworking, trustworthy, eager to learn, methodical, action-oriented, and tenacious.

Profitable revenue growth and reduced churn across national strategic accounts depend on the Client Experience Manager, who develops long-term account strategies by renegotiating contracts, conducting regular health-monitoring meetings with client representatives, and coordinating with operations teams and internal departments to anticipate account growth needs. Serving as a leader in the company's corporate growth strategy, this role advances channel management expertise and the Challenger sales model to build client relationships of lasting depth.

Strategic Responsibilities

• Maintain, foster, and develop direct client relationships with high-visibility accounts across all markets.
• Develop partner relationships with clients to support their employees' wellness journey and drive measurable results.
• Renegotiate contracts with clients to increase revenue opportunities and reduce churn.
• Develop, maintain, and support operations teams and partners directly servicing national clients in all markets.
• Conduct regularly scheduled meetings with client representatives in each market to monitor overall health and evaluate risk, and with operations leaders to identify opportunities and reward stellar performance.
• Communicate with all departments to anticipate and support client accounts' current and future growth needs, developing systems and processes to support those needs.
• Stay on top of industry trends and market influences impacting health and wellness, and work closely with the Connections Team to develop leads from established networks.
• Assist in developing workflows and standard operating procedures to ensure organizational efficiencies.

Position Requirements

• 5+ years of high-level experience in Account Management, Office Administration, Retail, Customer Service, Hospitality, or food experience.
• Proven high-level, strategic Account Management experience with a focus on complex accounts and demonstrated success with Insight Selling and the Challenger model.
• Channel management expertise with a history of successful deal wins through meaningful coaching of customers and team members.
• Must be able to use and learn new technology, including multiple proprietary applications.
• Demonstrated skill in developing, managing, and measuring long-term account strategies by establishing key and stretch goals in complex environments.
• Strong communication, interpersonal, and presentation skills with an existing ease and credibility in communicating directly with C-level customers.
• Detail-oriented, reliable, organized, quick learner who is proactive, data-driven, and led by emotional intelligence.

As the Client Experience Manager, this role advances the firm's client relationships by driving service innovation, managing alternative fee arrangement negotiations, and supervising Client Experience Specialists, Program Specialists, and Coordinators across one or more key client accounts. The Client Experience team relies on this work to maintain proactive communication with client legal operations teams, develop deep knowledge of relevant legal practice groups, and hit measurable client satisfaction targets that support the firm's financial and strategic goals.

Scope of Work

• Work with lawyers and staff to meet service expectations and address problems or opportunities to enable excellent, differentiated service.
• Drive service innovation in partnership with legal teams and staff departments to deliver service more efficiently, effectively, and profitably, including evaluating and developing new service and business process opportunities.
• Serve as primary liaison between client leadership and staff departments to execute on client operating needs while reducing administrative time spent by relationship partners.
• Partner with other Client Experience Managers, Practice Managers, and others around the firm to share best practices, cross-marketing opportunities, and business development opportunities.
• Develop deep substantive knowledge of multiple legal practice groups and collaborate with practice management teams for those groups.
• Identify, vet, and integrate resources for additional support, including attorneys, contract lawyers, and support staff.
• Manage and supervise Client Experience Specialists, Client Program Specialists, and Client Program Coordinators.
• Work closely with senior lawyers and staff responsible for managing and growing key client relationships.
• Stay up to date with client business strategies and market landscape to support operations, marketing, and business development initiatives.
• Evaluate financial and other performance indicators and work with teams to respond as needed, including managing alternative fee arrangement negotiations and ensuring compliance with outside counsel guidelines.
• Solicit and act on client feedback, track progress toward client satisfaction, and assist relationship partners with strategic opportunities and ad hoc projects.

Education & Experience

• Bachelor's degree required, with emphasis in Business Administration or other technical discipline; MBA, JD, or other relevant advanced degree preferred.
• Lean, Lean Six Sigma, PMP, or similar certification preferred or demonstrated comparable experience in project management or process improvement.
• 7+ years of experience in a law firm environment or similar professional services industry, with client management, operations management, and business development experience preferred.
• Demonstrated understanding of alternative fee arrangements in the service industry, with knowledge of law firm pricing models and economics a plus.
• Deep knowledge of relevant legal practice areas and/or industries is a plus, along with experience presenting to small groups and decision-makers.
• Proficiency with legal technology tools such as matter management, document automation, and/or document review software.
• High proficiency with Microsoft Outlook, Excel, Word, Project, Visio, and OneNote.
• Demonstrated ability to collaborate with and guide decision-makers, handle multiple projects simultaneously with high attention to detail, and maintain excellent written, verbal, and interpersonal communication skills.