XBP Global ยท 6 hours ago
Client Experience Manager I
Cottonwood Heights, UT
Full-time
Onsite
Mid Level
$54K/yr - $58K/yr
3+ years expXBP Global is a workflow automation leader that leverages industry experience and Agentic AI to enhance business process automation. The Client Experience Manager I will oversee service delivery processes, manage client relationships, and drive improvement initiatives to ensure high-quality service delivery.
Computer Software
Responsibilities
Serve as the primary point of contact for assigned clients, understanding their service needs, objectives, and expectations
Develop and maintain strong relationships with clients, acting as their advocate within the organization and ensuring alignment between client requirements and service delivery capabilities
Collaborate with internal teams, including operations, technical support, and project management, to ensure timely and effective delivery of services to clients
Monitor service delivery performance against established SLAs, KPIs, and quality standards, identifying areas for improvement and implementing corrective actions as needed
Conduct regular service reviews with clients to review performance metrics, address concerns, and identify opportunities for service enhancements
Coordinate service delivery activities, including service requests, incident management, change management, and service transitions, ensuring adherence to established processes and procedures
Lead and mentor a team of service delivery professionals, providing guidance, support, and training to ensure high performance and professional development
Develop and implement service improvement initiatives, process optimizations, and best practices to enhance service delivery efficiency and effectiveness
Prepare and present regular reports and updates to senior management and clients, summarizing service delivery performance, achievements, and areas for improvement
Stay informed about industry trends, emerging technologies, and best practices in service delivery management, incorporating relevant insights into service delivery strategies and processes
Drive continuous improvement culture within the service delivery organization, fostering innovation, collaboration, and accountability among team members
Ensure compliance with company policies, procedures, and regulatory requirements related to service delivery operations and client engagements
Qualification
Required
Bachelor's degree (or an equivalent combination of education and relevant experience)
Minimum of 3-5 years of experience in service delivery management, client relationship management, or a related field
Proven track record of successfully managing client relationships and delivering services to meet client expectations and SLAs
Strong leadership and management skills, with the ability to lead and motivate teams to achieve goals and objectives
Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels
Solid understanding of service delivery processes and industry best practices for service management
Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms
Strong problem-solving skills and analytical abilities, with the ability to identify issues, analyze root causes, and develop effective solutions
Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment
Commitment to delivering exceptional service quality, driving continuous improvement, and fostering a customer-centric culture within the organization
Benefits
Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.
Company
XBP Global
XBP Global is a workflow automation leader that leverages decades of industry experience, global footprint and Agentic AI to rethink business process automation and enable digital transformation for our clients.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase