XBP Global ยท 3 days ago
Client Experience Manager
New Orleans, LA
Full-time
Onsite
Mid, Senior Level
5+ years expXBP Global is a workflow automation leader that enables digital transformation for clients through innovative solutions. The Client Experience Manager will oversee service delivery, manage client relationships, and drive continuous improvement initiatives to ensure high levels of customer satisfaction and operational excellence.
Computer Software
Responsibilities
Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations
Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction
Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives
Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement
Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements
Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues
Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards
Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity
Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability
Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement
Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes
Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction
Qualification
Required
Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience)
Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, preferably in the Legal industry
Proven track record of successfully managing client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs
Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results
Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels
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 analyze complex issues, identify root causes, and develop effective solutions
Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment
Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations
Preferred
Background in Law Firm operations with focus on hospitality, mail/copy center
Leadership skills
Interaction with client and team
Strong skills in Microsoft software
Benefits
Bonus opportunities may be provided as part of the compensation package
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