Customer Experience Manager

Health & Wellness

We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short‑term insurance coverage is available. We also offer a 401(k) retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.

Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.

As a Client Experience Manager, you will be responsible for overseeing and ensuring the delivery of exceptional service to our clients. Your role is crucial in maintaining strong client relationships, resolving issues efficiently, and driving client satisfaction. You will serve as the main point of contact for clients, providing support, guidance, and strategic insights to meet their needs effectively.

• Client Relationship Management:
  • Develop and nurture strong, long‑term relationships with clients, serving as their trusted advisor.
  • Act as the primary point of contact for client inquiries, requests, and escalations.
  • Conduct regular meetings and check‑ins to assess client satisfaction, gather feedback, and identify opportunities for improvement.
  • Anticipate client needs and proactively address them to enhance overall client experience and retention.
• Service Delivery Oversight:
  • Ensure the timely and accurate delivery of services to clients, meeting or exceeding agreed‑upon service level agreements (SLAs).
  • Manage high‑volume busy tax seasons, ensuring adequate overtime and meticulous attention to process details at the busiest times.
  • Coordinate internally to address client needs and requests, ensuring alignment and collaboration across teams.
  • Monitor service performance metrics and KPIs, identifying areas for improvement and implementing corrective actions as needed.
  • Conduct periodic service reviews with clients to evaluate performance, discuss challenges, and identify opportunities for optimization.
• Issue Resolution and Escalation:
  • Serve as the escalation point for resolving client issues and concerns, ensuring timely and satisfactory resolution.
  • Investigate root causes of problems and work collaboratively with internal teams to implement corrective actions.
  • Communicate effectively with clients throughout the resolution process, providing updates and maintaining transparency.
• Strategic Planning and Client Growth:
  • Collaborate with clients to understand their business objectives, challenges, and growth opportunities.
  • Develop and implement strategic account plans tailored to each client’s goals and objectives.
  • Identify opportunities for upselling or cross‑selling additional products/services to existing clients, working closely with sales teams to capitalize on them.
  • Provide strategic insights and recommendations to clients to help them achieve their business objectives and drive mutual growth.

• Bachelor’s degree in Business Administration, Marketing, or related field (preferred) or an equivalent combination of education and relevant experience is required.
• Proven experience in a client‑facing role, such as client service, account management, or customer success.
• Excellent interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Strong problem‑solving abilities and a proactive approach to addressing client needs and challenges.
• Ability to manage multiple priorities and stakeholders in a fast‑paced environment.
• Familiarity with CRM software and proficiency in Microsoft Office Suite.
• Strategic mindset with the ability to think critically and provide valuable insights to clients.
• Team player with strong collaboration and negotiation skills.

The salary for this position starts at $80,000 annually;…