Why Work Here
- Headquarters is in Charlotte, NC
- Recently expanded to nearshore
- isolved ranked for SMB Payroll in 2023 Sapient Report
- Voted top places to work in USA 2023
Summary/Objective
The Client Experience Manager analyze the client experience to identify retention improvement opportunities. A key responsibility is to act as internal liaison to align subject matter experts and key internal stakeholders to resolve client escalations and improve client relationships. A Client Experience Manager plays a pivotal role in shaping the journey and overall satisfaction of clients within a company.
Core Job Duties
• Focuses on understanding and enhancing how clients interact with the company's
services or products. This encompasses the entire client journey, from the initial point of contact through to post-purchase support and beyond.
• Closely monitors feedback, analyzing client interactions, and implementing strategies for improvement, ensuring that every touchpoint meets the high standards expected by both the company and its clients.
• Create and execute strategies to enhance client satisfaction and loyalty.
• Analyzes customer feedback, including surveys and online reviews, to identify areas for improvement
• Coordinates with the sales and marketing teams to ensure consistent messaging and brand experience across all client interactions.
• Partners with Marketing to assist their efforts of designing and overseeing the execution of client appreciation events and initiatives to strengthen relationships.
• Manages the resolution of client complaints and issues, ensuring prompt and effective solutions.
Minimum Qualifications
• Minimum 3 years HCM experience in client facing capacity, familiar with the challenges experienced along the customer journey
• Develop and cultivate a never-ending appetite for learning to broaden your knowledge
• Strong organization and time-management skills to prioritize, delegate tasks and set goals for productivity
• Creative, with unique problem-solving skills to invent new ways to accommodate the client
• Effective communication (verbal and written) and interpersonal skills
• Good research skills to perform advanced and analytical research to find practical solutions
• Strong technical aptitude
About isolved
isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.
EEO Statement
isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.
Disability Accommodation
Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.
