Client Experience Manager

Job Description

The isolved Client Experience Manager analyzes 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.

Core Job Duties

• Partner with internal teams and stakeholders to ensure solutions align with client needs do drive greater overall client satisfaction and reduce risk
• Develop and implement client facing strategies, as well as process development, and development of both internal and external resources.
• May need to work independently or as part of a project team to execute initiatives.
• Responsible for maintaining cases and working client escalations.
• Responsible for ensuring all client survey responses get assigned to the appropriate team and ensure follow-up.
• Ability to communicate effectively at multiple levels, across the organization and with clients.
• Make strategic decisions that will improve the overall client experience.
• Analyze data to identify trends and assess customer satisfaction levels.
• Responsible for ensuring that clients understand and are satisfied with the products or services they receive.
• Track client feedback and develop strategies to improve the overall end-user experience.
  
  

Minimum Qualifications

• Minimum 3 years HCM experience in client facing capacity, familiar with the challenges experienced along the customer journey.
• The desire to 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 learning needs of all learners.
• Effective communication (verbal and written) and interpersonal skills to inspire and engage learners.
• Good research skills to perform advanced and analytical research to find reliable and relevant content for the learner.
• Technical ability to build tools and training modules needed in online platforms.
  
  

About Isolved

isolved is an employee experience leader, providing intuitive, people-first 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. 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.