Client Experience Manager

Client Experience Manager 2

About the Role:

As a Client Experience Delivery Manager 2, you will be responsible for overseeing the end-to-end delivery of services to our clients, ensuring high levels of customer satisfaction and operational excellence. You will lead a team of service delivery professionals, manage client relationships, and drive continuous improvement initiatives to optimize service delivery processes and outcomes. This role requires strong leadership skills, strategic thinking, and a deep understanding of service management principles.

Essential Job Responsibilities:

• Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs, objectives, and expectations.
• Lead a team of service delivery professionals, providing direction, guidance, and support to ensure effective service delivery and client satisfaction.
• Develop and implement service delivery strategies, plans, and roadmaps aligned with client requirements and organizational objectives.
• Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and operational metrics to measure service performance and drive continuous improvement.
• Conduct regular service reviews and meetings with clients to review performance metrics, address issues, and identify opportunities for service enhancements.
• Collaborate with internal stakeholders, including operations, technical support, and project management teams, to ensure seamless delivery of services and resolution of client issues.
• Manage service delivery projects and initiatives, including service transitions, upgrades, and expansions, ensuring timely delivery and adherence to quality standards.
• Identify risks and issues impacting service delivery and develop mitigation plans to minimize disruptions and ensure business continuity.
• Drive process improvements and optimization initiatives to enhance service delivery efficiency, effectiveness, and scalability.
• Prepare and present regular reports, updates, and dashboards to senior management and clients, summarizing service performance, achievements, and areas for improvement.
• Stay abreast of industry trends, emerging technologies, and best practices in service management, incorporating relevant insights into service delivery strategies and processes.
• Foster a culture of customer focus, accountability, and continuous improvement within the service delivery organization, driving employee engagement and satisfaction.

Qualifications:

• Bachelor's degree in business administration, information technology, or a related field (or an equivalent combination of education and relevant experience).
• Minimum of 5-7 years of experience in service delivery management, client relationship management, or a related field, preferably in the Legal industry.
• Proven track record of successfully managing client relationships, leading service delivery teams, and delivering services to meet client expectations and SLAs.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve excellence and drive results.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, colleagues, and stakeholders at all levels.
• Experience with service management tools and systems, such as ServiceNow, Remedy, or similar platforms.
• Strong problem-solving skills and analytical abilities, with the ability to analyze complex issues, identify root causes, and develop effective solutions.
• Ability to prioritize tasks, manage multiple projects simultaneously, and thrive in a fast-paced, dynamic environment.
• Commitment to delivering exceptional service quality, driving continuous improvement, and exceeding client expectations.

"The Salary range for this position starts at $63000 a year; however, base salary offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered."

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled