Purpose

The Client Experience Manager establishes and maintains quality relationships with HC3's clients to ensure we understand their business goals and objectives and use that understanding to optimize the services we provide. This role contributes directly to the satisfaction of our clients as well as overall company operational targets by using effective and consistent engagement strategies that make our clients feel valued and prioritized.

Responsibilities

Key Responsibilities:

• Identify and cultivate strong relationships with key client contacts.  
• Create and maintain a schedule of touch points for assigned clients.
• Manage client contracts. 
• Act as the Voice of the Customer and champion for client needs.
• Develop and maintain detailed knowledge of HC3 products and services.
• Recruit and retain client sponsors that are willing to serve as references.
• Collaborate effectively with other teams in order to maintain high quality support.

Additional Responsibilities:

• Determine and document the client’s definitions of success through an annual Client Account Plan and ensure internal constituents are delivering value against these key metrics.
• Review client performance during regularly scheduled meetings with key stakeholders.
• Lead quarterly Key Account Reviews (KARs) for assigned clients.
• Expose clients to value-added services and industry education as appropriate.
• Develop and maintain knowledge of the financial services industry and HC3's competition to optimize client relationships and develop new business opportunities.
• Partner with Inside Sales to identify additional opportunities for assigned clients.
• Cultivate and document a reference list of prospective clients to support Business Development.
• Work with the Growth team to achieve a targeted number of validated case studies each reporting period.
• Support Project Management during new client implementation and onboarding.
• Monitor client satisfaction and continually communicate during challenging situations.
• Advocate and provide support for clients at risk.

Competencies and Qualities

Qualified candidates must have the following competencies and qualities:

• Results-oriented and high energy with a team-oriented and collaborative spirit
• Self-starter and self-directed while able to follow company processes and procedures
• Able to quickly demonstrate expertise and establish credibility with key decision makers
• Excellent relationship management skills, to include internal relationships and client relationships
• Excellent communication skills, including the ability to listen, influence, and negotiate with key stakeholders at all levels of a client's organization
• Able to manage multiple tasks, manage deadlines, and demonstrate excellent follow-up skills
• Professional and polished in appearance and speech

Education, Experience, and Certifications

Required

• Bachelor's Degree
• 7 years of overall professional experience
• 5 years of relevant experience in the Financial Services industry
• Experience developing insight into clients’ needs and the needs of their customers, with proven ability to define and provide solutions
• Able to conduct on-site meetings during business hours
• Basic business computer skills

Preferred

• Experience in enterprise-level client relationship management
• Business analytics and reporting
• Banking operations experience strongly preferred
• Working knowledge of Microsoft Office and Teams
• Working knowledge of HubSpot Service Hub

Supervisory Responsibility

While this role has no direct supervisory responsibilities, they will act as an advocate for their assigned client relationships and influence other HC3 teams as needed to ensure client relationships remain healthy.

Work Environment

In most cases, work will be performed in a climate-controlled office space. If approved for remote work, employees may work from a home office that is appropriate for focused work without distractions; all remote work must comply with the Remote and Telework Policy.

Travel

This role requires occasional travel, up to 25%. Occasional flights and overnight travel may be necessary.

Physical Demand

This role will require using a computer for long periods of time while either sitting or standing. May occasionally require bending, squatting, and lifting up to 50 pounds with assistance when setting up the HC3 booth for conferences.

Position Type and Expected Hours

This is a full-time position for five, eight-hour days (at least 40 hours) per week. Typical work days begin at 8:00 AM and end at 5:00 PM local time, Monday through Friday, and include a one-hour lunch break.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Activities, duties, and responsibilities may change at any time with or without notice.