Client Experience Manager Resume Samples

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T Upton

Taylor

Upton

7481 Grady Villages

San Francisco

+1 (555) 119 3404

7481 Grady Villages

San Francisco

Phone

p +1 (555) 119 3404

Experience Experience

Los Angeles, CA

Client Experience Manager

Los Angeles, CA

Willms Inc

Los Angeles, CA

Client Experience Manager

Build strong working relationships with Relationship Managers, Sales Managers, Products Managers and other internal stakeholders
Evaluate service, operational and product processes to make recommendations for improved product performance
Develop an inventory of all products the A2A client utilizes across the network/countries for a line management view and/or client engagement perspective
Risk Management: Compliance familiarity to perform within departmental and compliance procedures and standards
Manage the work of multiple design, printing and A/V agencies
Creates speeches for executive management and other officers of the organization
Acts as client advisor in the client’s interest while driving cross-regional and cross-functional process improvement opportunities

Boston, MA

Private Client Experience Manager

Boston, MA

Smith, Buckridge and Abshire

Boston, MA

Private Client Experience Manager

Report to the Head of Region on team progress and development (hard and soft KPIs) and provide insight and recommendations to the HoR/Corporate team
Proactively work with Marketing to generate new business opportunities, partnerships and host events accordinglyon a regional basis
A proven track record in setting business performance targets and driving for results
Work with the BPC Corporate team to report on the progress of initiatives
Work with head of region on client engagement guidelines and activity in the Americas
Develop processes with cross functional partners for new initiatives
Track progress and drive results with BPC team and store manager on a monthly basis on client engagement activities

present

Detroit, MI

New Initiatives & Client Experience Manager

Detroit, MI

Bogan, Hessel and Von

present

Detroit, MI

New Initiatives & Client Experience Manager

present

Complaint management for Collection and Credit Initiation Unit with an Aim to enhance the processes with digital interventions and Automation
Oversight on the Quality and Training Team
Managing the ICU & GRO unit of Collection (14 member Team at TCS)
Review Digital communication penetration and explore opportunities to enhance the same
NPS tracking with region as well as looking at corrective actions based on analysis of responses (Monthly)
Quality & Training Dashboard (Monthly)
Penalty deductions as a result of PIs to be submitted to Citi Billing team/ TCS Billing Team. (Monthly)

Education Education

Bachelor’s Degree in Management

University of Tennessee

Bachelor’s Degree in Management

Skills Skills

Creative marketing ability (strong research, writing, editing skills) along with event management skills (ability to project manage an event)
Responsible for developing highly efficient and knowledgeable Relationship Associate team
Good TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes
Excellent interpersonal skills and the ability to influence others
Strong interpersonal and organizational skills with a high attention to detail and sense of urgency
Team players with strong relationship building skills to enable them to adapt to the dynamic business of Citi
Strong analytical skills: ability to analyse processes and systems, evaluate data, and identify process improvements
Excellent communication skills – proficient in the local language (Tamil) as well
Demonstrated ability to learn and explain IT concepts quickly
Strong project management and presentation skills

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Client Experience Manager Resume Examples & Samples

Develop strong client relationships at multiple levels including senior relationships
Build a clear and solid understanding of each client
Build strong working relationships with Relationship Managers, Sales Managers, Products Managers and other internal stakeholders
Maintain a sound knowledge of TTS products including Commercial Cards, Trade and Cash Management
Be the escalation point for complex transactional product or service issues
Keep abreast of new products and services within Citi and proactively provide solutions to clients
Evaluate service, operational and product processes to make recommendations for improved product performance
Conduct regular meetings and customer service/business reviews to understand business flows and trends
Maintain existing revenue and assist to identify new revenue opportunities within the portfolio
Ensure retention of existing business through service excellence
Work in conjunction with the Citiservice team to ensure the day to day needs of the clients are met
Conduct monthly pulse calls to actively establish client satisfaction levels
Focus on face to face visits
Follow departmental disciplines, such as completing call reports, maintenance of client profiles and use of tracking systems
Adhering to all Compliance policies

Client Experience Manager Resume Examples & Samples

Proactively engaging with clients at both the senior business and operational level to provide balanced, proactive solutions designed to enhance service delivery and the overall client experience
Compiling and analyzing service metrics to identify process improvements and revenue generation opportunities
Acting as the client’s advocate by partnering with sector, vertical and client operations heads within Citi to ensure alignment
Leveraging knowledge of the client’s industry, regulatory requirements and current trends to anticipate client needs and to develop client confidence in Citi’s products/solutions
Acting as the primary co-ordination and escalation point for all global issues, when issues require additional support to reach resolution, with ultimate accountability for issue resolution
Extensive knowledge of the Cash Management industry, including an understanding of product functions, operational structure and support processes
Demonstrated ability to build relationships at a senior level, both internally and externally
Ability to provide an outstanding client service experience at all levels including at the senior levels externally and internally
Strong project management and presentation skills, with the ability to lead cross functional teams in meeting both short and long term deliverables
Strong analytical skills, with the ability to analyze processes, systems, evaluate data and identify improvements

Client Experience Manager Resume Examples & Samples

Proactively managing a global portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
Taking global or regional ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider
Developing end-to-end capability, infrastructure and process improvement plan to support improved quality service
Maintaining a detailed understanding of the client’s global profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction
Acting as client advisor and act in the client’s interest in driving cross-regional and cross-functional process improvement
Acting as an advisor to the Client Sales Management team in identifying potential solutions/opportunities to address client needs
Providing global or regional support and guidance to service partners to ensure a seamless client experience across regions. Driving metrics and participating in communication sessions with all constituents (i.e. Regional single points of contact and Service Delivery partners) about the metrics
Establishing, providing input, and tracking operational metrics and service level requirements to achieve business goals
Managing our internal Client at Risk process and supporting escalation resolution
Strong project management and presentation skills
Advanced level of Technology competence and awareness
Excellent interpersonal skills and the ability to influence others
Advanced Excel/Powerpoint skills
French and / or German desirable (not mandatory)

Client Experience Manager Resume Examples & Samples

Industry Knowledge: Breadth of knowledge of the business and organizat
Demonstrated ability to provide outstanding client service
TTS product knowledge

Client Experience Manager Resume Examples & Samples

Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
Focus on proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
Take global ownership of client servicing issues and facilitate resolution through engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider
Drive metrics and participate in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners)

Client Experience Manager Resume Examples & Samples

Take global ownership of client servicing issues & facilitate resolution through an engagement of cross-functional partners, lead the Client Experience team while focusing on identifying opportunities to further differentiate Citi as a leading provider
Manage our internal Client at Risk process & support escalation resolution as necessary to facilitate timely resolution
Develop end-to-end capability, infrastructure & process improvement plan to support improved quality service
Partner with Sector, Vertical & other TTS business partners to ensure alignment of service experience with business strategies
Travel required – 25%

Senior Client Experience Manager Resume Examples & Samples

Establish, provide input, and track operational metrics and service level requirements to achieve business goals
Serve as a mentor for junior Client Experience Managers, while serving as “deputy” to Client Experience Department Managers
Well-developed working knowledge of the business and the upstream and downstream influences
Strong interpersonal and relationship-building skills
Extensive TTS product knowledge
Risk & Controls

Client Experience Manager Resume Examples & Samples

High resilience/tolerance levels and interpersonal skills
Conflict management and ability to drive discussions
Demonstrate leadership and partner with sales and coverage
Ability to troubleshoot potential problems
Customer service orientation and ability to drive client values

Client Experience Manager Resume Examples & Samples

Oversees the strategic planning, development and coordination of marketing programs, communication campaigns, branding and cultural outreach activities to promote the company's business objectives
Consults with other areas of management or business units to leverage web marketing, trade show activity and direct marketing
Oversees or manages the preparation of external communications such as press releases and media relations materials, and employee communication programs such as newsletters and messages
Creates speeches for executive management and other officers of the organization
Oversees research and drives the creative development of company communications and marketing programs
Directs the development of the organization's website content and structure.Interacts with vendors to produce desired results
Lead the client experience process by providing broad marketing and logistical support to client and client prospect site visits to Xerox’s existing service centers/centers of excellence
Integrate within sales and leadership to customize the site visit experience to visiting clients or prospects while utilizing a group of marketing, communications and multimedia professionals
Produce custom signage for visiting clients
Prepare the logistics of each visit, such as transportation, meals, coordinating with facilities to have service centers cleaned, hanging/removing signage, etc
Travel to major visits that require on-site support
Ensure the right level of technology and A/V support at each visit
Order giveaways
Tailoring each visit so that the client/prospect feels recognized, understood and appreciated
Serve as the lead for client experience needs across HCS and other groups as needed
Prepare customized signage and other specialized approaches/treatments to make visits unique and compelling to visiting clients/prospects
Provide on-site support before, during and after visits as needed
Handle all major logistics related to assigned visits
Coordinate with facility groups, vendors and union reps as necessary to have centers cleaned and upgraded
Ensure the proper levels of technology and A/V are met for each visit
Prepare walking tour routes with stops designed to inform clients/prospects of Xerox’s primary offerings
Create a template for standardizing an approach depending on the value of deal opportunities
Manage the work of multiple design, printing and A/V agencies
Create and actively/regularly measure metrics to define success
Enforce Xerox brand standards
Train internal personnel on client experience best practices
Identify processes that need to be established to bring order, change and efficiency
Generally support sales leaders and executive leadership with broad marketing and communications assistance
Will be held accountable for: successful client/prospect site visits; increasing sales’ ability to “wow” the client with creative site visit experiences; researching information on the client and producing compelling materials to customize visits to each client or prospect; working with various vendors to direct their work and ensure they get paid
Minimum 5 – 7 years’ experience in a similar position, including marketing/event management
Creative marketing ability (strong research, writing, editing skills) along with event management skills (ability to project manage an event)
Experience within the business process outsourcing (BPO) market preferred but not required
MS Word, Excel, PowerPoint required
Adobe InDesign and Photoshop, preferred
Superior written and verbal communication skills, required
Ability to work remotely and with minimal supervision
Solid project management skills

Client Experience Manager Resume Examples & Samples

Managing 3 critical BSG markets for the south ie, Bangalore, Hyderabad and Chennai
Handling Client queries and Managing key products like USD Clearing/LC’s/Worldlink/Cheques/Bank Guarantees/Reimbursements etc
Visiting Nationalised Branches to understand key issues related to Payments/LCs/Bank Guarantees with regular pulse check calls
Supporting/guiding clients who are on Worldlink platform for conversion, also negotiation for better rates with treasury, as per clients requirements
Organize CitiDirect trainings and further migration of FI clients to the Citidirect platform
Facilitating email ID registration for daily Nostro statements & secure communications for clients
Actively support in rolling out Online Payment Advisor & Directory across region which helps in locating $ clearing bank worldwide & to check their wire transfer payment real-time through Desktop & Mobile
Timely sharing/Circulating the agreements to branches which has been agreed between Citi-Issuing Bank with the arrangement
Distributing Stickers with SWIFT code/Inward Account details/Citi Coordinates details which help Issuing banks on their daily transaction basis
Over managing/coordinating critical transaction like CCIL/High Value payments which involves higher levels of RISK SCO approvals
Monitoring Payments and LC’s for the Banks-Branches allocated to Citi correspondent in order to avoid any leakages and highlight to the Sales Team wherever required
Exploring new and expanded opportunities in unallocated branches for USD payments, LC Relay & ATHS products and tracking volume movements in LC/Payments from unallocated branches
Drive changes to increase volumes in MT 202 CHGBEN as a result of change in the standing instruction setup
Timely sharing of competitor info with the Sales Team, related to fees, charges, so that we can offer better rates and grab more business opportunities
Organize required trainings and walk throughs for Clients in close partnership with Sales
Also expected to handle 3-4 corporate clients in the portfolio for their cash management, receivables & collections and trade facilities
Excellent communication skills – proficient in the local language (Tamil) as well
Traveling 2-3 times a month to HYD and BLR per business requirements

New Initiatives & Client Experience Manager Resume Examples & Samples

Leading various initiatives in Digitization and Automation in collections aimed at streamlining the current processes and enhancing client experience
Complaint management for Collection and Credit Initiation Unit with an Aim to enhance the processes with digital interventions and Automation
Maintain / Enhance the Communication inventory for Collections , explore opportunities to increase the digitized communications as against traditional modes – Calls / in person interactions
Managing the ICU & GRO unit of Collection (14 member Team at TCS)
NPS for Collection
All Regulatory, In-country and Regional reporting pertaining to Client Experience
Oversight on the Quality and Training Team
Tracking & Corrective Action implementation for important Tele-calling metrics
R & R Programs for Collections
Review Digital communication penetration and explore opportunities to enhance the same
Review ERU complaints (As required)
Review any referrals from ICU/GRO, QRU and any external channels (As required)
Coordinate with Operations/ MIS for ongoing CE initiatives
Referrals from the Collection Line Unit/ Operations Unit – Customer handling/ Communication (As required)
Review of responses that are sent by ICU/GRO, Line Team or External Channels (As required)
Call evaluation for the ICU & GRO Unit (Monthly)
Validation of PIs for the Collection Unit (Monthly)
Validating PIs marked by external channels (Monthly)
Discussion with the Collection Line Team on Process changes/ corrective actions as a result of PIs (As required)
Critical MIS like regional submission, updation of complaints data on share point, submissions to IBC (Monthly)
Decks to be prepared for BRCC, Senior Visits, etc. (As required)
NPS tracking with region as well as looking at corrective actions based on analysis of responses (Monthly)
Manage the Collection Communication inventory – Prepare new communications, periodic review of existing communications and seeking approvals in line with CMP (As required)
Penalty deductions as a result of PIs to be submitted to Citi Billing team/ TCS Billing Team. (Monthly)
Review Specialized Resolution Process (Monthly)
Review of all Quality, Training and CE related submissions with respect to any Internal Audit.(As required)
R & R program for Collection – Nominations to be sent for monthly awards that are promoted by the regional CE team (Monthly)
Submission of all Appreciations received for Citi Collection officers (Monthly)
Review response templates for the Email dunning Team (As required)
Quality & Training Dashboard (Monthly)
Learning Series (As required)
Required- 2-3 years of experience
Preferred- 5-6 years of experience in relevant field
Excel , Presentation ( PPT ) , Excellent communication skills , Proficient in drafting customer communication

Avp-client Experience Manager Resume Examples & Samples

Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end
Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution
Provide support and guidance to service partners to ensure a seamless client experience across regions
Act as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
Proactively manage a portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
Maintain a detailed understanding of the client’s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
Serve as an advisor to the Client Sales Management team in identifying potential solutions/opportunities to address client needs
5+ years of direct experience managing client relationships
TTS product knowledge, including a detailed understanding of product functions, operational structure, & support processes
Industry Knowledge: Breadth of knowledge of the business and organization

Client Experience Manager Resume Examples & Samples

Simplify the client service experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure the satisfactory resolution of client concerns
Focus on proactive service management through relationship, scorecard analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
Partner with Sector, Vertical, and Client Delivery heads to ensure alignment of service experience with business strategies
Advise the Client Delivery readiness teams on opportunities to improve the client experience (product, platform, process enhancements)
Education - Bachelor’s degree or equivalent experience
5+ years of direct experience in managing client relationships
Extensive TTS product knowledge, including detailed understanding of product functions, operational structure, and support processes
Strong analytical skills – the ability to analyze processes and systems, evaluate data, and identify process improvements
The ability to coordinate and lead colleagues in achieving a common objective
Exceptionally strong interpersonal and relationship-building skills
Strong project management and presentation skills, ability to lead cross-functional internal and external teams in meeting both short and long-term project deliverables

Client Experience Manager Resume Examples & Samples

Responsible for a significant portfolio of top clients acting as their advocate
Owns the client experience relationship end to end
Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional points of contact and Service Delivery partners)
Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals
Acts as client advisor in the client’s interest while driving cross-regional and cross-functional process improvement opportunities
Partner with Account Management, TTS Sales, GSG, Product and other partners to ensure alignment of service experience for the client
Proactively managing a portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services
Maintaining a detailed understanding of the client’s profile while adhering to agreed service levels and leading regular service reviews to ensure client satisfaction
Acting as client advisor in the client’s interest while driving cross-regional and cross-functional process improvement opportunities
Serving as an advisor to the Client Sales Management team in identifying potential solutions/opportunities to address client needs
Extensive years of direct experience managing client relationships
Good TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes Skills
Proven ability to develop client solutions
Strong analytical skills: ability to analyse processes and systems, evaluate data, and identify process improvements
Workload balancing: portfolio at this level can be a mix of clients with varying levels of demand
Language qualifications or native speaker (in particular Italian , German, French, Spanish highly advantageous,)
Travel required: up to 25% of the time

Client Experience Manager Resume Examples & Samples

Minimum Graduation
Excellent written and oral communication
Enthusiastic and self-motivated
Good comprehension skills

Client Experience Manager Resume Examples & Samples

Drive customer experience effort in India
Understand current practices in the business , define a blue print to be achieve the NPS target and work with the business stake holders to achieve the same
Define customer experience governance model for different business and ensure implementation of the same
Evaluate and champion innovation through process improvement, technology solutions and use of third party partnerships
Implement the regional best practices to improve customer experience for different business
Ability to lead and balance the key dimensions of client experience, employee engagement, sales and revenue generation, operational effectiveness, risk/control and financial effectiveness
Ability to “think outside of the box” in effecting immediate and sustainable change
Superior communication/presentation skills
Ability to influence without direct authority and shape direction at senior levels
Ability to effectively communicate with all levels of management and across all functional areas
Strong analytical and cognitive skills

Private Client Experience Manager Resume Examples & Samples

Collaborate with the Corporate team to roll out sales initiatives and projects to the Burberry Private Clients team
Ensure regional team aligns to company processes and procedures
Develop processes with cross functional partners for new initiatives
Work with head of region on client engagement guidelines and activity in the Americas
Implement intiatives to attract new and retain existing clients to increase loyalty and revenue opportunities
Proactively work with Marketing to generate new business opportunities, partnerships and host events accordinglyon a regional basis
Partner with headquarter team & Regional Customer Insight team for Stores and Consultants client retention metrics and evaluation
Track progress and drive results with BPC team and store manager on a monthly basis on client engagement activities
Work collaboratively with Store Managers to ensure BPC Consultants objectives are set, measured and achieved and to drive growth and cultivation of VIC business in the flagship market
Work with the BPC Corporate team to report on the progress of initiatives

Digital Client Experience Manager Resume Examples & Samples

Minimum 5-8 years’ experience in a B2B online environment
Proven project management or change management skills
Sound stakeholder management experience working through business process changes
Experience working in partnership with IT
Degree or equivalent in a relevant subject area and/or an appropriate relevant professional qualification

Client Experience Manager Resume Examples & Samples

Leverage analytic skills to assess various business scenarios, draw conclusions, and present findings and recommendations to SPS Leadership
Work independently or collaboratively throughout the complete analytics project life cycle including data extraction/preparation, analysis and documentation of results
Partner with Finance to construct and refine business cases in order to demonstrate the value of investments and/or initiatives
Demonstrate ability to make connections between analysis and SPS strategy to identify causal relationships between business initiatives and measurable results in order to amplify project impact
Use critical analysis with a very high attention to detail to improve existing processes and innovate solutions
Use strong written and visual communication skills to effectively explain data and analysis in a compelling manner
Anticipate opportunities for new Client needs, and effectively communicate these to SPS Leadership to influence the Client Experience
Supports Client Service Team data and analysis requests to deepen Client experience and engagement when appropriate
Team with SPS Leadership to develop strategy and solution sets to manage change
Seek opportunities to develop relationships and partner with key stakeholders across the organization to achieve measurable results
Demonstrate the ability to work autonomously while achieving team-oriented objectives and collaborating with stakeholders where appropriate

Client Experience Manager Resume Examples & Samples

Drive Dealer.com client retention through continuous improvement of client experiences by review of Dealer.com current practices and analytics, and developing improved processes. These included: onboarding and launching new clients, proving value to clients, retaining at-risk clients and winning-back canceled clients
Reduce at-risk incidences and grow client retention by working directly with internal teams and clients to identify issues and work on plans to resolve client at-risk occurrences
Analyze data collected to determine key themes and recommend actionable next steps
Promote a raving fan/risk-aware culture by facilitating and organizing client facing team meetings and learnings
Contribute, lead and track at-risk resolution process and cancel reasons proactively reviewing Salesforce.com reporting
A minimum of five years change management, data science, sales, client services or account management experience in the automotive or digital marketing industries is required
Demonstrated knowledge and understanding of the relationship between digital marketing solutions and the automotive industry is a must
The position requires an in-depth understanding of the Dealer.com software solutions and ability to demonstrate value of a premium solution in the marketplace
Problem Solving: Develops solutions or alternatives to a variety of problems ranging in scope and complexity
Demonstrated change management experience; understanding internal sponsorships and utilizing project management skills
Expected to have excellent communication skills
Critical thinking skills, teamwork, and a strong learning ability are also required
Data science experience a plus
Strong experience with business support software applications such as Microsoft Office (Word, Powerpoint, Excel) required

Client Experience Manager Resume Examples & Samples

You will work with all both clients & employees to support engaging solutions which fit with DST’s values to deliver exceptional experiences
You will lead the delivery of any key engagement activities such as the Voice of the Client Survey, specific client surveys and regular “Client Health check” activities
You will also provide guidance to enable the business to act on both Voice of the Client & DST Internal Engagement survey outputs and drive improvements
You will work collaboratively with key stakeholders across all areas of DST to support and promote DST and its products and services, and be actively involved in events
You will lead the CEX Focus Group & Chair all quarterly meetings
You must be able to meet strict deadlines so time management is critical
You will work alongside the Executive Team to develop both employee and client engagement structures and communication plans as well as providing direct support to the Executive Team
You will lead DSTs program of engagement with clients, ensuring the right mix of online and offline to engage and reach the largest audience possible
The ideal candidate will be highly experienced in communication, be committed to delivering a “One DST” approach to developing and implementing policies, and be a confident and accomplished networker

Client Experience Manager Resume Examples & Samples

Provide coaching, mentoring and technical assistance to the Client Experience Ambassadors in a Call Center environment
Provide and maintain training for all team members
Communicate all operational or maintenance-related issues to both Team Member’s and Tenants
Coordinate with appropriate Garage Manager to address and rectify parking-related issues
Monitor Commend calls, phone calls, emails and stats for the quality and efficiency against defines criteria to ensure client satisfaction
Problem solve to handle difficult or irate clients to resolve conflicts
Be able to delegate duties and responsibilities when needed to balance work flow
Assist with the creation of new policies and procedures for the parking team
Parking operations support
Address time and attendance issues with team members
One or more years in a Call Center Management type role

Client Experience Manager Resume Examples & Samples

Contribute, lead and track cancel analysis and reasons proactively reviewing Salesforce.com reporting and client sentiment
Promote a risk-aware culture by facilitating and organizing client facing team meetings and learnings
Demonstrated knowledge and understanding of the relationship between digital marketing solutions and the automotive industry is preferred
The position requires an understanding of software solutions and the ability to demonstrate value of a premium solution in the marketplace
Demonstrated change management experience; understanding internal sponsorships and utilizing analytics and project management skills

Client Experience Manager Resume Examples & Samples

Manage the client life cycle beginning with the assignment of the client and ending with decommissioning, or until account is reassigned
Conduct periodic account audits/true-ups, contract maintenance, and support monitoring for assigned clients
Assist in the maintenance of client documentation using company tools and assume role of account expert
Coordinate new agreements for client needs (including new services and expirations), and ensure they are signed in a timely manner and properly entered
Periodically present status reports for each client (frequency is determined on a per-client basis)
Drive root cause analysis and remediation, including initiating change management
Coordinate with solutions architects and account executives on client matters
Respond to submitted surveys with poor rankings to remedy the client situation
Become the client's preferred, trusted non-ticket resource at Lewan
1 - 3 years of experience in client-facing roles
Demonstrated ability to learn and explain IT concepts quickly
Sound business decision-making and critical thinking skills
Experience in the role of service provider delivering technology services to small-medium business
Experience working with service contracts
Strong interpersonal and organizational skills with a high attention to detail and sense of urgency
Expert decision making with the ability to establish priorities, credibility, and balance among priorities
Current valid driver license and motor vehicle insurance
Ability to travel to customer sites using personal vehicle

Client Experience Manager Resume Examples & Samples

Oversee client interaction points with the firm through the client life cycle and measure their quality and effectiveness
Develop in-depth understanding of clients' needs and preferences; be responsive to changes in business environment and client needs
Work with client and prospect facing professionals, marketing and operation teams to define vision for the client experience, and play a key role in developing strategies aligned to that vision
Develop the mechanisms to measure and track client experience
Liaise with discipline specialists, client facing professionals, operations and other resources to ensure and support them in the integrated delivery of client services
Work with client teams to understand/define/refine the client touch points and develop improvements based on insight into client feedbacks. Translate agreed improvements into business rules that define how each type of interaction should be handled
Designing client experiences life cycle and client experience management framework which enhances client satisfaction and increase the loyalty of clients
Responsible for managing quality of administrative services delivered by Relationship Associates across Wealth Management Teams
Responsible for developing highly efficient and knowledgeable Relationship Associate team
Responsible for collaborating with various teams to create an optimal client service
Meet Risk, Compliance and Ethical requirements
5+ years of successful experience in client experience field with client facing experience. People managing experience is required
Project management skills – ability to implement tactical objectives under the pressure of timelines and expected outcomes,
Very analytical and data driven with excellent ability to analyze and interpret large amount of qualitative and quantitative data
Ambassadorial skill to effectively promote culture of exceptional client service
Experience in HRM, psychology or marketing is a plus
Must have excellent ability to work in team environment and collaborate with professionals from different disciplines and various professional experience/level
Experience in marketing, sales and analysis of client data or consulting background is a plus
Self-starter, driven and persistent in reaching high results
Good knowledge of financial services: general understanding of investments, trust and wealth transfer
Good knowledge of current technological trends in financial industry and client behavior space
Ability to understand another’s feelings; the ability to sit in another’s proverbial seat
Process design skills – the ability to frame an overarching client acquisition philosophy and related implementation work-steps in a given market,
Process management skills– the ability to execute tactics per above connecting and coordinating with people (i.e. Fiduciary colleagues, clients, and prospective clients) to achieve client experience objectives
Six Sigma a plus

Client Experience Manager Resume Examples & Samples

5 – 10 years of experience in construction industry or related field
Active listening skills, clear verbal skills and strong writing capabilities are essential
Ability to gather, synthesize, analyze and communicate actionable findings
Knowledge of construction markets and business sectors is essential
A thorough familiarity with construction concepts, definitions, practices and procedures is fundamental

Client Experience Manager Resume Examples & Samples

Responsible for reviewing the STaRs cases aging
Engage the country CSO to get cases resolved and insure the client expectation is proactively managed
Develop an inventory of all products the A2A client utilizes across the network/countries for a line management view and/or client engagement perspective
Insure that all escalations are properly handled by the CS team/head; CEM, CAS, TSP or other related TTS Ops units
6 years in banking service and operations
Work independently & driving for delivery
Mandarin speaking and writing
Good team worker