Client Experience Manager

Client Experience Manager — CVPS & Customer Service Laughlin Associates, Inc. | Carson City, NV | On-site

Compensation: $60,000/year + benefits + performance bonus

Laughlin Associates is a 55-year-old registered agent and corporate compliance firm recently recognized on the Inc. 5000.

What makes us different is what happens after a business is formed. Through our Corporate Veil Protection Service (CVPS), we maintain an ongoing relationship with thousands of business owners, helping them stay organized, maintain important corporate records and keep up with ongoing corporate formalities.

We're looking for a hands-on manager who can help us deliver that experience consistently across our CVPS and Customer Service teams.

The Client Experience Manager is responsible for the day-to-day leadership and performance of our CVPS and Customer Service teams.

This is a visible, hands-on management position. You'll work directly alongside your team, understand what's happening with employees and clients, and make sure commitments are followed through to completion.

We're looking for someone who enjoys leading people, solving problems and creating accountability — not someone who wants to manage primarily from an office or through reports.

• Directly manage, coach, motivate and hold accountable CVPS and Customer Service representatives
• Set clear daily and weekly expectations and make sure the team understands priorities
• Monitor workload, appointments, client follow-up, outstanding activities and renewal activity
• Catch missed appointments, overdue work and incomplete client records before they become larger client issues
• Handle escalated client situations directly and drive them through resolution
• Identify employees who need additional coaching, training or support
• Recognize strong performance and help create a motivated, accountable team environment
• Communicate clearly and consistently with employees, clients and leadership
• Step in as a working backup when necessary
• Ensure the team is using our CRM consistently and maintaining accurate client records
• Review team KPIs and identify areas that need attention
• Report team performance, staffing needs, client concerns and emerging issues to leadership on a regular schedule

• Minimum 3 years of experience in client service, account management, customer success or a similar service environment
• Minimum 1–2 years of direct team leadership or supervisory experience
• Demonstrated experience handling escalated or difficult client situations and bringing them to resolution
• Experience coaching employees through performance challenges and holding people accountable to expectations
• Strong written and verbal communication skills
• Highly organized and detail-oriented with the ability to manage multiple priorities
• A demonstrated history of being a visible, engaged and hands‑on leader who works alongside their team
• Comfortable working in an environment where priorities move quickly and client needs require good judgment
• Registered agent, corporate compliance, legal services, financial services or professional-services experience is a plus, but not required

You don't need to be an IT expert, but you do need to be comfortable using technology to manage your team and client relationships.

• Daily CRM proficiency — reviewing client records, activities, appointments, follow-up and team performance;
  Creatio experience is a plus
• Strong working knowledge of Microsoft 365, including Outlook, Word, Excel and Teams
• Comfortable using spreadsheets and reviewing performance reports and KPI dashboards
• Comfortable communicating across email, phone, text and video platforms
• Able to use CRM activities, calendars and task‑management tools to keep commitments…