Client Experience Manager

Exela Technologies; Salt Lake City (UT); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Comprehensive health and wellness plans

401(k) retirement savings plan

Paid time off

Job summary

A leading service management firm in Salt Lake City is seeking a Client Experience Manager to enhance service delivery and client satisfaction. The ideal candidate will have strong management skills and a background in client services, along with the ability to communicate effectively and drive improvements. Competitive salary starting at $60,000 annually plus benefits.

Qualifications

• Minimum of 2-3 years of front-line management experience.
• Strong written and oral communication skills.
• Self-Starter, takes initiative.

Responsibilities

• Manage client relationships and service delivery processes.
• Develop action plans to meet business demands.
• Lead initiatives to exceed client expectations.

Skills

Client Services Skills

Communication Skills

Front-line Management Experience

Technical Proficiency

Education

2-year college degree or Equivalent

Tools

Microsoft Office

Tracking Applications

Job description

Join to apply for the Client Experience Manager role at Exela Technologies

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.

Military Hiring
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.

Job Description
About the Role: As a Client Experience Manager with a focus on Mailroom Management, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).

Responsibilities Include, But Are Not Limited To

• Understand the business requirements and unique culture of our client’s business
• Serve as point of contact for our customer and remote centers
• Ensure client service level requirements are met
• Develop proactive and corrective action plans to meet the demands of the business
• Provide effective communication to direct reports
• Partner across our organization to ensure the needs of our client are exceeded
• Develop and Mentor for individual growth development
• Reporting generation and review
• Support internal Billing
• Remote site management

Key Functions Include, But Are Not Limited To

• Ability to manage multiple and diverse services; driving and delivering high levels of client satisfaction
• Drive Key Performance Indicators, Service Level Agreements, Metrics, Scorecards, and Cost Savings Initiatives
• Support, lead, and manage client initiatives and requirements
• Achieve Accounts(s) revenue and provide Financial Oversight (Invoicing, Budget Attainment and Cost Controls)
• Provide operating expertise and guidance to front-line associates on matters regarding operations, quality, and customer care.
• Ensure Quality Control measures are correctly developed, implemented and monitored to support operation
• Capitalize on new or expanded services opportunities
• Support positive and professional work environment through effective coaching and mentoring for the development of staff
• Demonstrate commitment to company efforts to achieve a diverse workforce
• Sound judgment and logical decision-making to meet expectations of project scope and deadlines
• Contribution and delivery of Quarterly Business Reviews

Qualifications

• 2-year college degree or Equivalent

Skills

• Minimum of 2-3 years of front-line management experience
• Excellent Client Services Skills in a Corporate Environment
• Experience in Mail services and screening a plus
• Strong written and oral communication skills
• Self-Starter, takes initiative
• Strong sense of urgency
• Comfortable with technology: Microsoft Office and tracking applications
• Supports a Team-based philosophy
• Exhibits exceptional decision making and judgment
• Multi-task on several application platforms

The pay range for this position starts at $60,000 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered

EEO Statement
Exela is committed to creating a diverse environment and is proud to be an equality opportunity employer. Qualified applicants will considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, gender/sex, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.