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Client Experience Manager


Our growing SaaS client are looking for a new Client Experience Manager to join the team! This person will ensure delivery of operational excellence in processes, services and relations to existing clients, enabling revenue growth and providing a superior partnership experience. 

The Client Experience team supports clients on an operational level by working side-by-side with them through migration, on-boarding and retention. Once a client is set up with their platform, Client Experience leverages a proven set of best practices to deliver ongoing E-commerce consultation delivering operational excellence. Because a key function of this team is to manage client relationships, it is very important that the candidate be familiar with proactive account management and client retention.

Your Responsibilities

  • Takes ownership of assigned clients and serves as central client contact, responsible for solution delivery (internal and external), while coordinating internal resources
  • Manages and develops client accounts to maintain favorable relationships
  • Evaluates clients’ needs, develops concepts and opportunities that support business processes and oversees the implementation of solutions
  • Plans and executes on delivery and implementation plans, coordinates testing and troubleshooting final system setups
  • Successful overall onboarding/migration of new clients including the planning and execution of delivery and implementation plans, testing and troubleshooting final system setups- Internally responsible for leading initiatives to teach, coach and transfer knowledge to more junior positions
  • Executes against operational targets (e.g. revenue, profitability and client experience)
  • Prepares and presents business reviews to clients and moderate/lead meetings, phone calls, onsite visits
  • Partners with Sales and Account Management

Your Qualifications and Skills

  • Bachelor’s Degree or equivalent experience 
  • 3 years of experience in a client-facing role with digital commerce or subscription billing services
  • Technical savvy and analytical skills to assess and report on their process; recommending optimization strategies and solutions
  • Demonstrated success in achieving retention and long-term partnerships with clients
  • Strong negotiation skills to support and justify pricing structures across a complex mix of stakeholders
  • Excellent communication and presentation skills to lead calls, gather requirements, present business cases and consult on recommended solutions and strategy

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