CXT - Client Experience Team - CLIENT EXPERIENCE SPECIALIST

JOB DESCRIPTION: CXT – Client Experience Specialist

CLASSIFICATION: Exempt

JOB SUMMARY

The Client Experience Specialist plays a key role in supporting Empyrean’s Client Experience Team by driving operational excellence, reporting accuracy, communication readiness, and program coordination that enhance the overall client journey. This role supports both SAA-enabled and SAA-aligned clients by ensuring client data, reporting, communications, and enablement tools are accurate, accessible, and aligned across internal systems.
The Client Experience Specialist partners closely with Strategic Account Advisors, Marketing, Product, Client Services, and other internal teams to strengthen client engagement, support renewal and upsell activities, and deliver the insights and materials needed to help clients fully understand and leverage Empyrean’s services. This individual contributes to key client programs and internal initiatives that foster long-term client satisfaction, retention, and strategic growth.
The role is part of the broader CXT department and will collaborate interdepartmentally within CXT and throughout the business to deliver a consistent client journey that drives long-term relationships through transparency, active two-way dialogue, and a service-first approach.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain accuracy and consistency of client data across internal systems, including updates to reporting fields, contacts, and classifications.
• Contribute to forecasting, dashboard inputs, and analytics that support departmental goals and client strategy.
• Collect supporting documentation such as KPIs, SLA summaries, issue logs, and project updates to prepare materials for Strategic Account Advisors.
• Support renewal processes by preparing reporting, updating revenue documentation, coordinating amendment details, and validating invoice updates.
• Create and maintain Salesforce opportunities for enhanced revenue, ensuring opportunity status, revenue estimates, and data fields remain accurate.
• Prepare materials and insights that strengthen renewal and upsell conversations with SAA-enabled and SAA-aligned clients.
• Maintain updated collateral, value messaging, and product information to support ongoing client growth initiatives.
• Build, schedule, and deliver client communications through HubSpot, including email campaigns, client app messages, and push notifications.
• Maintain accurate communication lists, segmentation logic, and contact mapping to improve communication reach and effectiveness.
• Partner with Marketing to ensure updated CXT collateral, templates, and messaging are readily available for client conversations.
• Support logistics and communication workflows for webinars, focus groups, client forums, and the Empyrean Client Conference.
• Maintain and update CXT knowledge-sharing platforms to support alignment and readiness across the department.
• Assist in building internal enablement tools, templates, and resources that improve team efficiency and strengthen client engagement.
• Contribute to internal and external initiatives that elevate the client experience and improve communication channels.

REQUIRED SKILLS AND ABILITIES

• Strong attention to detail with demonstrated accuracy in reporting, documentation, and data management.
• Clear and confident written and verbal communication skills.
• Ability to analyze and interpret data to support insights and decision-making.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Collaborative, team-oriented mindset with the ability to work across functions and influence alignment.
• Client-first orientation with a focus on enhancing communication, reporting, and preparedness.

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

• 1–3 years of experience in benefits administration, client service, communications, analytics, or a related field.
• Experience with Salesforce, HubSpot, reporting tools, or survey platforms preferred.
• Familiarity with employee benefits and industry trends is a plus.
• Experience supporting cross-functional teams with reporting, communication, or program coordination preferred.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Management reserves the right to modify or reassign job duties as business needs evolve.

Empyrean is an Equal Opportunity Employer: including disability and protected veteran status