Role Overview:

The Client Experience Lead/ Manager plays a pivotal role in shaping our clients' journey, serving as a driving force behind exceptional experiences that define our brand. In this high-impact position, you will spearhead initiatives to build deep client relationships, deliver tailored solutions, and continuously elevate satisfaction. By acting as a strategic partner and advocate for our clients, you will transform insights into impactful actions, ensuring seamless service delivery while fostering growth and innovation. This role is a unique opportunity to directly influence client success and solidify our position as a leader in digital trust services.

Key Responsibilities:

Client Engagement & Relationship Management

• Serve as the primary contact for Private and Semi-Government sector clients, understanding and anticipating their unique needs and challenges to foster long-term client loyalty.
• Partner with BD team to proactively identify opportunities for upselling and cross-selling additional services or solutions, aligning with client needs and driving incremental business growth.
• Build and maintain strong, trust-based relationships to enhance client retention and advocacy, directly contributing to business growth.
• Conduct regular engagement sessions with clients to provide performance reviews, share actionable insights, and demonstrate measurable value, ensuring that the company’s value proposition remain aligned with client objectives.
• Approach client interactions with a consultative mindset, employing strong problem-solving skills to address challenges, identify opportunities, and facilitate tailored solutions.

Onboarding & Implementation

• Design and oversee an exceptional onboarding experience, ensuring clients are seamlessly integrated into the platform and positioned for success, accelerating time-to-value.
• Collaborate with technical and user-support teams during client onboarding to address unique client requirements, to offer tailored implementations that drive client satisfaction and efficiency.
• Provide selective training and resources to empower clients to utilize the platform effectively.
• Facilitate and manage selective training programs or materials, empowering clients to fully leverage our platform capabilities and maximize its impact.

Experience Optimization

• Lead initiatives to identify and address client pain points, resulting in improved satisfaction scores and stronger client relationships.
• Analyze client feedback and performance metrics to uncover trends, informing actionable strategies to enhance the overall client experience.
• Partner with Product, Operations, and Marketing teams to deliver targeted improvements, driving client success and increasing engagement metrics.

Advocacy & Communication

• Act as the voice of the client, ensuring their needs are prioritized in the product development pipeline and organizational strategies, ensuring our solutions resonate with market demands.
• Communicate updates on new features, product enhancements, and relevant company developments to clients in a clear and engaging manner to maintain transparency and trust.
• Represent the company at client-facing events, presentations, and discussions as needed.

Performance Metrics & Reporting

• Define, measure, and report on key performance indicators such as Customer Satisfaction Score, Net Promoter Score, retention rates, and service-level adherence, ensuring alignment with business objectives.
• Create high-impact case studies based on client interviews, showcasing success stories and measurable outcomes to highlight the value of services and drive future client acquisition.
• Provide data-driven insights to leadership, highlighting opportunities for growth and areas requiring attention, driving informed decision-making.
• Utilize analytics to predict challenges and proactively implement solutions that enhance client satisfaction and operational efficiency.

Strategic Contributions

• Develop with leadership and execute a forward-thinking client experience roadmap that aligns with organizational goals, ensuring sustained success and innovation.
• Lead and participate in cross-functional initiatives that optimize client value and create a competitive edge in the market.
• Stay ahead of industry trends and integrate best practices to ensure the organization remains a leader in digital trust services.

Qualifications & Skills:

Essential:

• 5+ years of experience in client success, account management, customer experience or business development roles, preferably within a technology-driven environment.
• Ability to deliver measurable client outcomes and success.
• Expertise in managing complex Business-to-business relationships, with a strong understanding of their unique challenges and dynamics.
• Strong communication, presentation, and negotiation skills to foster strong client partnerships.
• Analytical skills, with the ability to interpret data to identify opportunities, inform strategies, and deliver continuous improvement.
• Demonstrated ability to lead initiatives autonomously while collaborating effectively across multidisciplinary teams to achieve results.

Desirable:

• Familiarity with online services or related technologies.
• Experience working in fast-paced startup environments.
• Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).