Remote Client Experience Strategy & Operations Leader

Doxim; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Healthcare benefits

Flexible benefits

Remote/hybrid options

PTO

Job summary

Doxim seeks a Client Experience Strategy and Operations Director to lead CX reporting, client health, churn prediction, and communication enablement, leveraging Salesforce and Pardot for actionable insights.

Reporting to the SVP of Client Experience, this highly visible individual contributor role drives cross-functional collaboration with Sales, Marketing, Finance, and Operations to enhance client satisfaction and retention. Remote-friendly with a path to impact across North America.

Qualifications

• Bachelor’s degree in Business Administration or a related field.
• 8–12 years of relevant experience in client experience operations, analytics, professional services, or a related field.
• Hands-on experience with Salesforce and Pardot, including dashboards, reporting, workflow alignment, and operational enablement.
• Demonstrated success in developing client health, satisfaction, and churn measurement frameworks.
• Strong experience in operational reporting, workforce analytics, and performance measurement.
• Proven ability to translate complex data into clear, actionable insights for executives and clients.

Responsibilities

• Develop consistent, compliant client communication standards across Client Service and Client Experience, ensuring messaging is timely, accurate, and aligned with client expectations.
• Partner with Sales, Marketing, and CX leadership to align messaging, reporting cadence, QBRs, and executive communications.
• Develop and refine client health, satisfaction, and churn models using operational, engagement, and financial data to identify risk and support proactive intervention.
• Create executive-ready Salesforce dashboards that provide centralized visibility into client health, service performance, capacity, resource utilization, and retention trends.
• Standardize measurement of client sentiment, value realization, and account health, translating insights into actionable recommendations for CX and Sales teams.
• Monitor workload, productivity, resource utilization, and capacity to evaluate operational performance and CX’s impact on retention, growth, and client satisfaction.
• Develop standardized training, documentation, and processes that improve consistency, efficiency, and effectiveness across Client Service and Client Experience.
• Evaluate and implement AI solutions that improve reporting, predictive analytics, workflow automation, client insights, and service efficiency.

Skills

Problem solving

Detail oriented

Communication

Strategic thinking

Cross-functional influence

Fast-paced environment

Education

Bachelor’s degree in Business Administration or related field

Tools

Salesforce

Pardot

CRM/SLA Management Systems

MS Office

Marketing Automation

Job description

Doxim seeks a Client Experience Strategy and Operations Director to lead CX reporting, client health, churn prediction, and communication enablement, leveraging Salesforce and Pardot for actionable insights.

Reporting to the SVP of Client Experience, this highly visible individual contributor role drives cross-functional collaboration with Sales, Marketing, Finance, and Operations to enhance client satisfaction and retention. Remote-friendly with a path to impact across North America.