Client Experience Manager

Status Category:

Full-Time

Exempt/Non-Exempt:

Exempt

Scheduled Hours Per Week:

40

Job Code:

MK113

CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 21 major markets coast to coast. 

CBIZ strives to be our team members’ employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

As a Client Experience (CX) Manager, you will join CBIZ’s Client Experience team in their mission to provide employees with the insights and resources they need to deliver exceptional service experiences. In this role, you will work under the organization’s Director of Client Experience to help create and implement strategies to achieve CBIZ’s CX objectives, aid in the organization’s formalized client feedback program and be a CX resource across CBIZ’s various service lines, regions and industries.

Primary Responsibilities:

• Understand client experience fundamentals, CBIZ’s brand promise, and how clients engage with CBIZ services.
• Support the client feedback program, including survey setup and internal coordination, conducting client interviews and feedback reporting & analysis.
• Identify macro-level client feedback trends and suggest ways to improve service gaps.
• Work with Director of CX and CBIZ leaders to develop new resources, trainings, processes, and/or pilot programs to support enhanced service delivery.
• Apply client experience best practices to improve the effectiveness of client experience communications and resources. Help draft internal CX communications and resources.
• Help tie CX initiatives, trends and feedback to CBIZ’s marketing and growth efforts; collaborate regularly with Marketing and Business Development team members across regions.
• Conduct client journey mapping exercises to identify and optimize key touchpoints that enhance overall client satisfaction.
• Support client experience operations, such as onboarding process improvement, client communications, client portal development initiatives, client hospitality, and collaborating with multiple organizational departments to advance CX priorities.
• Aid in the development of CBIZ’s internal CX training curriculum by coordinating client experience training, proposing and researching new content and teaching CX courses.
• Support CBIZ’s key client advisory panel; help coordinate materials for advisory meetings and summarize panel findings and recommendations.
• Utilize effective market research methods to track client experience trends and market demands. Compare the organization’s service practices to those prevailing in the market.
  
  

Preferred Qualifications

• Benefits and insurance industry preferred
• Strong communication and organizational skills
• Analytical skills for tracking and interpreting CX-related data
• Ability to multi-task and operate in a constantly evolving environment
• Ability to work across a variety of stakeholders and teams to achieve goals and implement CX initiatives
• Comfort and eagerness to learn and use new technology platforms
• Effective presentation and coaching skills
• Ability to build relationships effectively with a variety of stakeholders and colleagues across the organization.
• Ability to work both independently and contribute to a team
• Preferred technical experience with:
  
  

Minimum Qualifications

• Bachelor’s degree in relevant field preferred or High School Diploma and 7 years in relevant field
• At least five years of experience in a professional services environment
• Experience supporting client feedback and journey mapping efforts, including analyzing client satisfaction data
• Experience working directly with key stakeholders in an organization
• Proficient use of applicable technology
• Demonstrated ability to communicate verbally and in writing with all levels of an organization, both internally and externally
  
  

CBIZ.Jobs Category: Corporate

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