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Lightedge · 1 week ago

Sr. Client Experience Manager

Des Moines, IA

Full-time

Hybrid

Mid, Senior Level

2+ years exp

LightEdge Solutions is developing IT solutions to propel businesses forward over the next decade. The Sr. Client Experience Manager will advocate for clients, overseeing the strategy and execution of the overall client experience while maintaining relationships and identifying growth opportunities.

Cloud ManagementInformation TechnologyInternetWireless

Responsibilities

Ability to understand business objectives, anticipate client’s future needs, and align engagements accordingly

Responsible for predicting churn, both erosion and defection on a monthly and quarterly basis for assigned account base. In addition, will collaborate with other teams and leadership on save plans per account

Adept at interpreting and leveraging data insights to enhance customer experience

Visualize the end-user experience and work backwards to determine engagement needs

Collaborate with other business units on all client requests pertaining to support tickets, contract questions, product requests, billing inquiries and more

Identify strategic growth opportunities within client accounts and pass leads to the sales

Document client account reviews in the Salesforce database and communicate action items to all relevant team members

Engage client accounts at multiple levels and serve as the go-to person for all things LightEdge

Work closely with customers to proactively manage renewals

Own and process all low dollar adds and changes to client subscriptions

Provide client feedback to the product team, including feature requests and satisfaction

Other duties as assigned

Qualification

Technical sales experienceCustomer service experienceAnalytical skillsProblem-solving skillsStrategic thinkingInterpersonal skillsWritten communicationVerbal communicationOrganizational skillsTeam player