Manager, Client Experience

We are looking for a self-starter to be a key part of our Client Experience team. The role involves maintaining and nurturing Client relationships, developing and empowering Team Captains, and ensuring operational excellence. The ideal candidate is a curious and authentic individual with strong analytical and communication skills, who is passionate about client satisfaction and has experience in a Client-facing role.

Requirements

• Develop and maintain an authentic relationship with all Client and internal stakeholders
• Execute daily and weekly reviews of operational performance with Client stakeholders and Boldr leadership
• Ability to work seamlessly with different departments
• Communicating and resolving basic to complex inquiries and concerns
• Create and manage Client contracts
• Manage a team of Team Captains and monitor compliance against SLAs and achievement of Client KPIs
• Root cause analysis, planning and execution to ensure KPIs are met
• Facilitate Client Business Reviews in partnership with your SBU Head and organize the Boldr team to create these reviews
• Develop, maintain, and leverage relationships and networks within the Client organization to identify and develop business growth opportunities
• Supervise and develop Team Captains through guidance, observation, and performance management activities
• Establish, promote, and maintain the Boldr culture within the organization
• Monitor achievement of internal and external KPI’s and ensure Operational Excellence
• Identify performance issues, conduct root cause analysis, and work with operations to improve performance on KPIs
• Familiarity with Google Suite of Services is a must for this role
• Maintain Client schedule and collect feedback and drive necessary actions to completion
• Coordinate necessary training and best practices related to Tools and Processes
• Onboard new hires to ensure they are fully ready to succeed in their role

Benefits

• Private Health Insurance
• Paid Time Off