Senior Client Experience Manager
CurrentClient Experience creates a standard of excellence for serving clients by identifying our client's needs through a robust closed feedback loop. We connect the customer feedback journey to provide insightful data-driven, recommended actions across the organization to build a unique experience that satisfies, delights & grows our customers. This is accomplished through a number of initiatives that Client Experience owns such as the Client Sponsor Program, NPS, Lost Client Lessons, Client Sponsor Program, SCRT, Onboarding, Offboarding, and beyond. We operate with a customer-centric mindset across the lifetime of our customer's journey with the goals of:- Fostering customer loyalty- Understanding our core customers & how our relationship with them evolves over time- Strong customer satisfaction through a closed-feedback approach- Impactful touchpoints at every level of a customers journey- Implement systems to collect feedback, analyze it, and act on it regularly- Reduce friction and solve your customers' specific problems and unique challenges- Acquiring new business through cross-sells- Better word-of-mouth marketing, positive reviews, and recommendations
