What are the responsibilities and job description for the Client Experience Manager position at Dynafios?
Company Overview
Dynafios, founded in 2004, is a dynamic player in the healthcare consulting industry. We specialize in physician alignment, analytics, and valuation services, working closely with clients to enhance clinical processes, improve patient experiences, and achieve operational efficiencies in a value-based purchasing environment.
Summary
As a Client Experience Manager at Dynafios, you will be instrumental in ensuring our clients receive exceptional service and support. This role is vital for fostering strong relationships with clients and enhancing their overall experience with our healthcare consulting services.
A Client Experience Manager (CXM) is primarily responsible for designing, implementing, and overseeing strategies to optimize the entire customer journey, ensuring high levels of satisfaction and loyalty by actively collecting feedback, identifying areas for improvement, and collaborating with different teams to enhance the client experience across all touchpoints.
Key job duties of a Client Experience Manager include:
Customer Feedback Management:
- Gathering customer feedback through surveys, reviews, and interactions to understand their needs, pain points, and expectations.
Experience Design:
- Analyzing customer data to identify opportunities for improvement and designing customer journeys that are seamless and positive.
Collaboration with Cross-functional Teams:
- Working with marketing, sales, product development, and customer service teams to align strategies and ensure a consistent client experience.
Performance Monitoring and Reporting:
- Tracking key performance indicators (KPIs) related to customer satisfaction, retention, and net promoter score (NPS) to measure the effectiveness of CX initiatives.
Training and Development:
- Providing training to customer-facing teams on best practices for client interaction and service delivery.
Issue Resolution:
- Identifying and addressing customer complaints or concerns promptly to mitigate negative impacts on the client experience.
Relationship Building:
- Establishing strong relationships with clients through proactive communication, personalized interactions, and active listening.
Customer Advocacy:
- Promoting client loyalty by proactively identifying opportunities to exceed expectations and turn customers into brand advocates.
Data Analysis and Insights:
- Utilizing data analytics tools to extract actionable insights from customer feedback, identifying trends and patterns to inform strategic decisions.
Innovation and Improvement:
- Continuously exploring new technologies and strategies to enhance the client experience and stay ahead of market trends.
Essential Skills for a Client Experience Manager:
- Strong communication and interpersonal skills
- Analytical and problem-solving abilities
- Empathy and customer-centric approach
- Leadership and team management skills
- Project management and organizational skills
- Ability to adapt to changing customer needs and market trends
- Technical proficiency with customer relationship management (CRM) tools and data analytics platforms
Job Type: Full-time
Pay: $62,853.00 - $72,772.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Client Satisfaction: 3 years (Required)
- Project management: 3 years (Required)
Work Location: In person
Salary : $62,853 - $72,772
