Client Experience Manager

Summary/Objective

The Client Experience Manager is responsible for directly supervising the client services staff in the day to day needs of our clients and applicants as well as new client onboarding and proactive existing customer contact. These fulfillment teams are responsible for servicing product lines at a deeper level. This manager ensures that services are provided consistent with SLAs and company values.

Core Job Duties

• Supervise and manage others
• Assist with employee training
• Coordinate employee disciplinary actions and performance management processes
• Ensure that all daily duties are completed each day
• Provide customer service support and resolve customer complaints and issues
• Manage incoming calls, emails, and chats
• Ensure the staff responds to all customer inquiries within one hour
• Continually monitor customer satisfaction to maintain a 98% approval rating
• Troubleshoot and resolve technical issues reported by users or discovered during testing and maintenance
• Coordinate with sales and product teams
• Evaluate and recommend sales tools and technology
• Assist with project management tasks
• Negotiate contracts and agreements with customers
• Develop and maintain relationships with vendors
• Draft and edit documents, emails, memos, reports, and presentations
• Prepare and distribute memos, emails, and reports
• Handle confidential information with discretion

Job Complexity

Works on issues where analysis of situation or data requires review of relevant factors. Exercises judgment within defined procedures and policies to determine appropriate action.

Supervision

Provides direct supervision to professional individual contributors and/or skilled, support individual contributors (e.g., technicians, designers, support personnel). Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems.

Experience

Typically requires a Bachelor's degree and a minimum of 2-3 years of direct experience, with 1+ year of management experience.

Scope

Receives assignments in the form of objectives with goals and the process by which to meet goals. Provides direction to employees according to established policies and management guidance. Administers company policies that directly affect subordinate employees. Recommends changes to unit or sub-unit policies. Management reviews work to measure meeting of objectives.

Discretion

Erroneous decisions or failure to achieve results will cause delays in schedules.

Minimum Qualifications

• High school diploma, or equivalent
• 3-5 years experience in a similar role
• Ability to complete milestones and work toward multiple deadlines simultaneously
• Initiative
• Teamwork
• Excellent Written and Verbal Communication
• Problem Solving
• Attention to Detail
• Confident in decision making and the ability to explain processes or choices
• Excellent multitasking skills and task management strategies
• Project management experience

Preferred Qualifications

• Five years experience in a similar role
• Management Experience
• CRM knowledge or usage
• Background check knowledge or experience
• Hubspot experience
• Zoom experience
• Google suite experience

Physical Demands

Must be able to remain in a stationary position for prolonged periods of time while maintaining concentration and accuracy in data entry. Ability to work under a moderate stress level consistently.

Travel Required

Up to 15% travel.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Exempt

Location

Any, approved US states only.

Effective Date: 01/01/2022

Internal Job Title

Client Experience Manager

About ApplicantPro

ApplicantPro, a trailblazer in hiring solutions since 2007, is dedicated to transforming the recruitment experience for businesses. We provide affordable and effective hiring solutions, collaborating closely with HR software providers and integrating seamlessly with job boards. With a mindset grounded in abundance and humility, our customizable hiring solutions cater to startups and large enterprises alike. Over 18 years, we've grown into a trusted partner for 9,000 organizations, offering an HR-led ATS solution, recruitment marketing services, and full-service hiring. Committed to our values, we focus on solving problems, thinking smart, and staying empathetic, ever-expanding to meet evolving client needs while streamlining the hiring journey. For more information, visit https://applicantpro.com/.

ApplicantPro 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. ApplicantPro is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are. Visit https://applicantpro.com/careers/ for more information regarding our incredible culture and focus on our employee experience.

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