Responsibilities
- Oversee the complete client lifecycle, from onboarding through sustained relationship management beyond six months.
- Serve as the primary advocate for clients, ensuring their needs are met and surpassed through consistent communication and follow-up.
- Work closely with international delivery teams to maintain timely, high-quality service aligned with client goals.
- Create and manage a standardized Client Engagement Framework, including onboarding phases, regular check-ins, and quarterly business reviews.
- Coordinate with Sales, Implementation, and Operations teams to ensure smooth client transitions and uniform service quality across regions.
- Proactively detect and resolve issues to sustain strong client partnerships and avoid service disruptions.
- Recruit, develop, and lead a team of Client Experience Managers focused on deepening client relationships and improving retention.
- Design and maintain performance tracking tools to monitor client satisfaction (CSAT, NPS), retention metrics, and renewal trends.
- Collaborate with Marketing and Communications to showcase client achievements and amplify global service capabilities.
- Promote a client-first culture across departments, emphasizing accountability, responsiveness, and empathy.
Work Arrangement
Remote (Worldwide)
