Job Summary:
As a Senior Customer Experience Advocate, you will serve as the primary champion and strategic point of contact for a portfolio of high-profile clients. You will own the end-to-end relationship experience; proactively identifying risks, deepening partnerships, and ensuring clients consistently realize measurable value. This role sits within the Tax & License Business Unit.
Duties and Responsibilities
Client Communication & Touchpoints
- Serve as the dedicated relationship owner for a defined book of high-profile accounts, acting as a trusted advisor and internal voice of the client.
- Design and execute structured engagement cadences, regular check-ins, monthly business reviews (MBRs), and quarterly executive business reviews (QBRs) tailored to each client's goals and priorities.
- Proactively communicate product updates, releases, policy changes, and relevant industry insights to keep clients informed and engaged.
- Maintain comprehensive, up-to-date account documentation including meeting notes, action item trackers, decision logs, and communication histories in the CRM.
- Partner with Sales, Product, Engineering, and Care to coordinate client-facing communications and ensure messaging alignment across all touchpoints.
- Anticipate client needs ahead of renewal cycles and key business moments, initiating value conversations before clients raise concerns.
Escalation Management
- Serve as the first point of escalation for high-profile client issues, triaging and owning resolution with urgency and professionalism.
- Establish and maintain a clearly defined escalation framework, ensuring clients understand response SLAs and internal routing paths.
- Coordinate cross-functional escalation bridges involving Support, Engineering, Legal, and Leadership as required, ensuring timely updates are communicated to the client throughout the resolution process.
- Conduct post-incident reviews (PIRs) for all critical escalations, delivering root cause analysis and remediation plans to clients and internal stakeholders.
- Track escalation trends by account and aggregate themes to surface systemic issues to Product and Operations leadership.
Metrics, Reporting & KPIs
- Own the preparation and delivery of regular internal reporting packages for leadership review, covering portfolio-level health, risk indicators, engagement activity, and commercial performance.
- Define and track account-level KPIs in alignment with client success criteria, including product adoption, usage trends, SLA attainment, support ticket volume, and NPS/CSAT scores.
- Build and maintain executive dashboards that provide real-time visibility into client health across the portfolio for senior stakeholders.
- Present portfolio insights in leadership forums, highlighting accounts requiring executive attention, renewal risk, or expansion opportunity.
Core KPIs include, but are not limited to:
- Client Health Score (composite)
- Net Promoter Score (NPS) & Customer Satisfaction (CSAT)
- Product Adoption Rate & Feature Utilization
- Time-to-Resolution for Escalations
- Executive Engagement Frequency
- Retention Rate & Net Revenue Retention (NRR)
- Renewal Forecast Accuracy
- Perform other duties as assigned
Client Health Indicator Management
- Maintain a dynamic client health scoring model that incorporates quantitative signals (usage, logins, support tickets, billing) and qualitative signals (stakeholder sentiment, strategic alignment, executive engagement).
- Conduct regular health reviews across the portfolio, proactively flagging at-risk accounts and initiating remediation plans before issues manifest as churn risk.
- Develop and execute tailored success plans for each high-profile account,aligning onmutual goals, measurable milestones, and defined timelines.
- Collaborate with Product and Enablement teams to address adoption gaps, deploying targeted training, resources, or feature onboarding where health indicators show underutilization.
- Leverage health data to inform renewal conversations and prioritization of internal resources.
Education and Experience:
- 5+ years of experience in Client Success, Account Management, or a related client-facing role, with demonstrated experience managing enterprise or high-profile accounts.
- Proven ability to manage executive-level relationships and navigate complex organizational structures.
- Experience working cross-functionally with Sales, Product, Support, and Engineering teams.
- Proficiency in CRM platforms (e.g., Salesforce), customer success tools, project tracking tools (e.g.Monday.com) and data visualization tools.
Knowledge, Skills and Abilities:
- Strong analytical skills with experience building and presenting performance dashboards and business reviews.
- Excellent verbal and written communication skills, with the ability to translate complex information into clear, client-ready narratives.
- High emotional intelligence, sound judgment under pressure, and the ability to de-escalate sensitive client situations effectively.
Work Environment:
- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:
- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
Neumo Summary:
With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.
Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.
Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.
Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.
