We are looking for a Client Experience Manager to join our team
Responsibilities:
- You will understand the clients needs by gaining insight into their expectations and needs pertaining to F12’s services.
- You will facilitate effective communication with F12’s clients, ensuring that information is communicated smoothly while requests are being addressed promptly.
- You will effectively manage and solve all client issues, complaints or concerns to ensure effective client experience and management.
- You will consistently gather feedback from your portfolio of clients to better their experiences while implementing any specific changes required for an improved client relationship.
- You will be a relationship builder; building and maintaining strong relationships with clients which will result in repeatable business for F12.
- You will work with different departments within the company, such as project services, various technical departments, sales and business operations to ensure a cohesive and positive client experience.
- You will have accountability of IMAC Service Requests and handle escalations when required.
- You will ensure that client information is up to date in our CRM (ConnectWise) and maintain accurate input as required.
Requirements:
- Excellent verbal and written communication skills.
- Excellent client-facing and internal communication skills.
- Strong organizational skills.
- Extensive Client Management Experience – Specifically maintaining a portfolio of recurring clients.
- Strong ability to identify opportunities to improve relationships between clients and an organization.
- CRM Experience is a plus.
- Understanding of CPQ and inside sales environments would be beneficial.
- Technical background and understanding of technologies are an asset.
- High level of computer proficiency (industry experience an asset).
- Ability to multi-task.
- Highly detail oriented.
- Post-Secondary education in a related field is an asset.
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