XBP Global ยท 1 day ago
Client Experience Manager
Tampa, FL
Full-time
Onsite
Mid LevelXBP Global is a workflow automation leader that enables digital transformation for clients. The Client Experience Manager will oversee exceptional service delivery, maintain client relationships, resolve issues, and drive client satisfaction while serving as the main point of contact for clients.
Computer Software
Responsibilities
Develop and nurture strong, long-term relationships with clients, serving as their trusted advisor
Act as the primary point of contact for client inquiries, requests, and escalations
Conduct regular meetings and check-ins to assess client satisfaction, gather feedback, and identify opportunities for improvement
Anticipate client needs and proactively address them to enhance overall client experience and retention
Ensure the timely and accurate delivery of services to clients, meeting or exceeding agreed-upon service level agreements (SLAs)
Manage high-volume busy tax seasons, ensuring adequate overtime and meticulous attention to process details at the busiest times
Coordinate internally to address client needs and requests, ensuring alignment and collaboration across teams
Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed
Conduct periodic service reviews with clients to evaluate performance, discuss challenges, and identify opportunities for optimization
Serve as the escalation point for resolving client issues and concerns, ensuring timely and satisfactory resolution
Investigate root causes of problems and work collaboratively with internal teams to implement corrective actions
Communicate effectively with clients throughout the resolution process, providing updates and maintaining transparency
Collaborate with clients to understand their business objectives, challenges, and growth opportunities
Develop and implement strategic account plans tailored to each client's goals and objectives
Identify opportunities for upselling or cross-selling additional products/services to existing clients, working closely with sales teams to capitalize on them
Provide strategic insights and recommendations to clients to help them achieve their business objectives and drive mutual growth
Qualification
Required
Equivalent combination of education and relevant experience is required
Proven experience in a client-facing role, such as client service, account management, or customer success
Excellent interpersonal and communication skills, with the ability to build rapport and trust with clients
Strong problem-solving abilities and a proactive approach to addressing client needs and challenges
Ability to manage multiple priorities and stakeholders in a fast-paced environment
Familiarity with CRM software and proficiency in Microsoft Office Suite
Strategic mindset with the ability to think critically and provide valuable insights to clients
Team player with strong collaboration and negotiation skills
Preferred
Bachelor's degree in Business Administration, Marketing, or related field
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