Client Experience Manager - Remote

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Summary:

A Client Experience Manager is responsible ensuring that each touchpoint across the client journey is engaging, efficient, and effective. By understanding client needs, the Client Experience Manager ensures the entire transition process is smooth, clear expectations are set and met, and clients are engaging with our teams and solutions.

Our CEMs genuinely care about people and the cause and are energized by creating unparalleled value for our customers. CEMs will partner closely with the leaders of our Client Services and Broker Partnership teams to develop functional execution, explore at-risk customers, and create success-and-save strategies that increase customer lifetime value. The daily focus will be leading our Client Experience Associates to successfully own their assigned block of business and Partners to drive overall client retention within the first 12 months of acquisition.

Essential Duties and Responsibilities:

• Drive Client Success Outcomes around reducing churn and improving the customer experience
• Support the team to resolve issues and/or complaints, create save plans, optimize business acumen to create customer success at every stage
• Develop a deep understanding of key account needs and represent the "Voice of Customer" cross-functionally
• Collaborating with the sales team to maximize our ability to proactively support customer needs
• Coach team in proactive reach out to all customers that fall into the medium/high-risk churn category during their transition state
• Routinely monitor calls, complete call reviews and coaching to improve consultative and "whole …