Client Experience Manager

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

Client Experience Manager — CVPS & Customer Service

Laughlin Associates, Inc. | Carson City, NV | On-site

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

About Laughlin Associates

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 Role

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.

What You'll Own

• 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

What We're Looking For

• 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 on schedule
• Comfortable with basic technology troubleshooting and knowing when an issue needs to be escalated
• Able to learn and adapt quickly as systems and processes evolve
• Familiarity with AI tools for communication, organization and productivity is a plus

What Success Looks Like

Your team knows what is expected of them.

Clients receive timely communication and follow-through.

Problems are identified and addressed before they become larger issues.

Employees receive regular coaching and accountability.

Client records are accurate and current.

Leadership has clear visibility into team performance and emerging concerns.

And most importantly, you know what's happening on the floor because you're actively engaged with the people and clients — not because you read about it in a report.