Manager, Client

Manager, Client Experience

Work with a Top 20 CPA and advisory firm that Accounts for Anything. Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them.

Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.

Join Aprio's Growth team and you will help clients maximize their opportunities. Aprio Advisory Group, LLC is a progressive, fast-growing firm looking for a Manager, Client Experience to join their dynamic team.

Aprio is building a Client Experience (CX) capability from the ground up, and we're looking for a Manager, Client Experience to build it with us. You'll stand up the programs, operationalize CX scorecard, and the Voice of Client insight engine that shapes how our clients experience the firm — work tied directly to client retention and organic growth.

Aprio moves fast. We need someone dynamic and action-oriented who can take ambiguity and turn it into something organized: a clear goal, a defined output, and a path to get there. You'll think in systems, know when you have enough to move, and keep momentum without waiting for every bit of information.

Reporting to the Director of Client Experience, you'll help define the metrics and standards. You'll design and run our Voice of Client program, map and redesign the moments that matter most across the client journey, and translate insight into programs that Partners and clients feel every day. You'll work at the altitude of a strategy consultant — structuring ambiguous problems, building frameworks, and driving executive-level outcomes — with the hands-on ownership to see them delivered.

This is a high-impact individual contributor role today, with a clear path to build and lead a CX team as we grow. If you're energized by the craft of client experience and the challenge of building something new inside a dynamic professional-services firm, this role is for you.

Responsibilities:

Client Experience Strategy & Journey Design

• Own the design and continuous evolution of Aprio's client journey maps, grounded in real client insight and evolving service-delivery models.

• Identify the moments that matter and the friction points across the journey — with early focus on high-stakes journeys such as new-client onboarding and post-M&A/transition integration — and use experience-driver analysis to prioritize the highest-impact improvements and lead their delivery.

• Translate firm-wide CX strategy into actionable programs with measurable outcomes, managing initiatives from scoping through delivery.

Voice of Client (VoC)

• Design, run, and evolve the firm's VoC program end to end — surveys, listening sessions, and structured touchpoints — including closed-loop feedback.

• Analyze VoC data to surface trends, risks, and opportunities, and turn findings into clear recommendations for leadership and practice teams.

CX Measurement & Insight

• Stand up and own the CX scorecard and data foundations: define baselines, driver-based NPS/CSAT/CES, and retention indicators that quantify CX ROI.

• Tell stories with data that make insight accessible and drive decisions at the executive level.

Client Issue Management & Service Recovery

• Coordinate client escalations — triaging concerns, mobilizing the right resources, and owning empathetic, on-brand client communications during service recovery.

• Build and operationalize a firm-wide client issue management capability to identify patterns in recurring issues and lead process and workflow improvements, including…