What are the responsibilities and job description for the Client Experience Manager position at XBP Global?
About XBP
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. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.
Job Description
About the Role:
Responsible for overseeing and ensuring the delivery of exceptional service to our clients in Boston. Your role is crucial in maintaining strong client relationships, resolving issues efficiently, and driving client satisfaction. You will serve as the main point of contact for clients, providing support, guidance, and strategic insights to meet their needs effectively.
Essential Job Responsibilities
Client Relationship Management:
Disclaimer
XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.
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. We are approximately 11,000 professionals strong, present across 20 countries, and support over 2,500 clients worldwide.
Job Description
About the Role:
Responsible for overseeing and ensuring the delivery of exceptional service to our clients in Boston. Your role is crucial in maintaining strong client relationships, resolving issues efficiently, and driving client satisfaction. You will serve as the main point of contact for clients, providing support, guidance, and strategic insights to meet their needs effectively.
Essential Job Responsibilities
Client Relationship Management:
- 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).
- 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.
- Bachelor's degree in Business Administration, Marketing, or related field (preferred) or an 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 manager.
- Familiarity with CRM software and proficiency in Microsoft Office Suite.
- 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.
- Strategic mindset with the ability to think critically and provide valuable insights to clients.
- Team player with strong collaboration and negotiation skills.
Disclaimer
XBP Global recruiters or representatives will only contact you from emails ending with @xbpamericas, @xbpasia, @exelaonline.com, @exelatech.com, @lexicode.com, @rustconsulting.com or @ersgroup.com. We would never ask you for payment or ask you to deposit a cheque into your personal bank account during the recruitment process.
Salary : $70,000