Client Experience Leader — Hands-On Coaching & KPIs

Laughlin Associates; Carson City (NV); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Benefits

Performance bonus

Job summary

Laughlin Associates, Inc. in Carson City, NV seeks a hands-on Client Experience Manager to lead the CVPS and Customer Service teams. You’ll coach staff, monitor client records, and ensure commitments are completed with high quality, on-site.

You’ll own daily operations, set priorities, manage CRM usage, and report performance to leadership. This role requires strong communication, organization, and a proactive, engaged leadership style.

Qualifications

• 3+ years in client service or account management
• 1–2 years of direct team leadership
• Experience handling escalated client situations and resolution
• Experience coaching on performance and accountability
• Strong written and verbal communication
• Highly organized with multiple priorities
• Visible, engaged, hands-on leadership
• Comfort with rapid-changing priorities and good judgment
• Plus: experience in registered agent/corporate compliance or professional services

Responsibilities

• Directly manage, coach, motivate and hold accountable CVPS and Customer Service reps
• Set clear daily and weekly expectations and priorities
• Monitor workload, appointments, client follow-up, renewal activity
• Catch missed appointments and incomplete client records before issues escalate
• Handle escalated client situations and drive to resolution
• Identify employees needing coaching or support
• Recognize strong performance and foster accountability
• Communicate clearly with employees, clients and leadership
• Ensure CRM usage and accurate client records
• Review team KPIs and report on performance and staffing
• Report performance and emerging issues to leadership

Skills

Client service experience

Team leadership

Escalation handling

Employee coaching

Written and verbal communication

Organizational skills

Hands-on leadership

Adaptability

AI tools familiarity

CRM proficiency

Creatio CRM

Microsoft 365

KPI dashboards

Performance reporting

Tools

Creatio CRM

Microsoft 365

Job description

Laughlin Associates, Inc. in Carson City, NV seeks a hands-on Client Experience Manager to lead the CVPS and Customer Service teams. You’ll coach staff, monitor client records, and ensure commitments are completed with high quality, on-site.

You’ll own daily operations, set priorities, manage CRM usage, and report performance to leadership. This role requires strong communication, organization, and a proactive, engaged leadership style.