Client Experience Leader: Onboarding, Billing & Growth

Adam Hergenrother Companies; Austin, Northern (TX, KY); Hybrid; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical (including FSA and HSA options

Vision

401k with Company Match

Basic Life Insurance

Voluntary Life Insurance

On-Demand Mental Healthcare

Employee Assistance Program (EAP)

Legal Services

Pet Insurance

Identity Theft Protection

Paid Time Off

Paid Holidays

Floating Holidays

Job summary

Keller Williams Realty, LLC in Austin is seeking a Manager, Client Experience to lead a CE team responsible for the MAPS client lifecycle, from onboarding through proactive communication to at-risk client management and billing. You will design strategies to enhance engagement and streamline operations.

You will analyze client feedback, SLA metrics, and billing data to drive targeted solutions, improve retention, and align on program goals with leadership.

Qualifications

• Bachelor's degree required; 4 years of related education and work experience may be substituted.
• Minimum 5 years progressive related experience in Customer Service and/or hospitality, including at least 2 years in a supervisory or management role.
• Polished, professional demeanor with strong data interpretation and reporting skills.

Responsibilities

• Hires, trains, develops, mentors, and manages the performance of the CE team.
• Oversees onboarding experiences for new clients, including welcome calls, coach fit determination, and scheduled check-ins.
• Oversees proactive communications to clients and coaches (welcome, transfer, at-risk/MIA, event-specific).
• Provides recommendations to leadership based on client feedback and program performance trends.
• Drives improvements to team efficiency by overseeing the CE team’s inquiry management via Zendesk and DialPad, ensuring consistent achievement of SLA targets.
• Serves as a key point of contact for MAPS products and services utilized to match clients with preferred programs.

Skills

Customer service

Hospitality

Data interpretation

Escalation management

Communication

Education

Bachelor's degree

Tools

Zoho CRM

Maxio

Zendesk

Job description

Keller Williams Realty, LLC in Austin is seeking a Manager, Client Experience to lead a CE team responsible for the MAPS client lifecycle, from onboarding through proactive communication to at-risk client management and billing. You will design strategies to enhance engagement and streamline operations.

You will analyze client feedback, SLA metrics, and billing data to drive targeted solutions, improve retention, and align on program goals with leadership.