Director, Client Experience Job at Market My Market

Director, Client Experience

The Director, Client Experience (Director, CX) leads 4-6 Client Experience Manag...

Location

United States

Salary:

90000.00 - 110000.00 USD / Year

Market My Market

Expiration Date

Until further notice

Requirements

Agency Experience Required: Minimum 5-7 years of experience in digital marketing agency environment with proven track record in client relationship management
Digital Marketing Strategy Expertise: Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement
Professional Services Experience Preferred: Experience working with professional services clients, particularly legal, dental, and medical practices is a significant plus
Leadership Experience: Proven ability to manage, develop, and scale high-performing teams
Communication Skills: Exceptional ability to present complex information in clear, compelling formats to diverse audiences
Analytical Mindset: Strong data analysis capabilities with experience in performance tracking and ROI optimization
Technology Proficiency: Experience with CRM systems, especially hubspot, automation tools, and emerging AI technologies in marketing applications

Job Responsibility

Team Leadership & Development: Manage, coach, and develop a team of CXMs to deliver exceptional client experiences and achieve business goals
Value Communication & ROI Demonstration: Lead initiatives to improve the team's ability to communicate clear ROI and value metrics to clients
Portfolio Oversight & Strategic Growth: Monitor the health of CXM-managed client portfolios, ensuring client satisfaction and retention
Automation & AI Integration: Champion the adoption of innovative automation tools and AI-driven solutions within the CXM team
Internal Knowledge Base & Self-Sufficiency: Spearhead the rollout and adoption of internal knowledge base (IKB) systems to reduce dependency on other departments
Client Engagement & Collaboration: Act as an escalation point for client concerns, resolving issues promptly and effectively
Performance Tracking & Reporting: Establish and track key performance metrics for the CXM team, ensuring alignment with organizational goals
Professional Development & Industry Engagement: Encourage and facilitate CXM attendance at client events and industry conferences to strengthen client relationships

What we offer

PTO: Executive Level 2.75 weeks of PTO
Sick Time: 40 hours of sick time per year
Mental Health Day: 8 hours of mental health time per quarter
Bonus: Performance-contingent bonus structure
Health insurance (Day 1 eligibility)
401(k) eligibility after one year

Fulltime

Director, Client Experience

A successful Director is a trusted advisor. This person understands their client...

Location

United States , Kansas City

Salary:

Not provided

BarkleyOKRP

Expiration Date

Until further notice

Requirements

Minimum 8 years of experience building and executing strategic business plans on the agency side
Minimum 3 years of experience leading account management
Proven success inspiring, delivering and selling great creative
Proven experience operationalizing and expanding contracts
Must be open to travel (approximately once per month)

Job Responsibility

CLIENT: Independent management and foresight across Client needs & business problems
Be the expert on the client’s business. Consult with clients, steering modern business and brand innovations
Leads, empowers, and inspires a Client Experience team to understand and drive our Clients' business
Continually brings perspective to the team on what moves the client’s business forward and where to find success. Offers the “forest vs the trees” so big picture doesn’t get forgotten or forsaken for a timeline or small project
Build, retain and expand current Client engagements (organic growth)
Proactive leadership that can foresee any client issues and knows how to solve early or escalate and request management support to resolve before they are detrimental to the relationship
CREATIVE: Anticipate & create conditions for whole brand thinking across the whole account. Promote the work. Manage resourcing and open financial doors for the work and the team
Champion the strategy team/creative brief and full creative process to create conditions for brave and impactful work. Bring a POV and client perspective that will help strengthen the work
Embraces the agency Whole Brand approach and consistently seeks out ways to deliver new work and additional growth opportunities to the clients
COLLABORATION: Proactive team lead & problem solver for the Whole Brand. Manage clients with a clear POV that brings focus, clarity, & growth to the team/work. Leads business financials/resourcing/scoping

Director, Client Experience

The Director, Client Experience is responsible for developing and maintaining st...

Location

Canada , Toronto

Salary:

Not provided

Cavell Risk, Inc.

Expiration Date

Until further notice

Requirements

Bachelor’s degree in business administration or a related field
Senior broking experience and sales experience required
Advanced understanding of legal and regulatory considerations and industry drivers
Completed or actively working towards a Broker (RIBO) Level 2 Licence or equivalent depending on provincial requirements
Committed to continuously developing your knowledge of emerging trends, critical coverages, and legislative changes through ongoing education and professional development opportunities
Ability to satisfy Continuing Education (CE) requirements
High degree of business acumen, excellent critical thinking, problem solving and decision-making skills to analyze customer needs and identify ways to meet them
Exceptional relationship management and negotiation skills to finalize deals and contracts with clients
Knowledge of current market trends and customer preferences to inform product development and sales strategies
Continuously expand your network by attending events focused on your emerging areas of interest and client activities

Job Responsibility

Leads, provides direction to, delegates, supports and evaluates the work of the Manager, Client Experience and the Associate, Client Experience
Oversees the client service experience, ensuring high-quality service is provided
Is accountable for service, retention, and client renewal and placement results, and provides accountability of the team through delegation, support, and intervention as required
Supports the development of sales strategies, identifies process improvements and ensures prompt resolution of client issues
Manages and maintains client relationships through regular cadence meetings, engagement, check-ins, and information delivery
Conducts due diligence, analysis, and provides recommendations while proactively anticipating needs
Provides training and guidance to support the advancement of the Manager, Client Experience
Leads, provides direction to, delegates, supports and evaluates the work of the Manager, and Associate of Client Experience
In concert with a Strategic Advisor, plans and executes strategic broking approaches
Oversees and supports marketing and negotiations, ensuring effective communication and collaboration

Fulltime

Client Experience Director

Corporate Tools in Post Falls, Idaho is searching for an experienced and success...

Location

United States , Post Falls

Salary:

85000.00 USD / Year

Corporate Tools

Expiration Date

Until further notice

Requirements

5+ years of experience as a leader managing large teams in service delivery environment
2+ years leading and developing people managers
Thoughtful and intelligent with sound business aptitude, demonstrated leadership success, and a natural ability to build a strong and self-supporting team
Proven track record of success in people first customer service environments
Courage to tactfully challenge existing process and/or direction to support employees and/or the business
Ability to build trust, train, motivate and develop employees, including existing leaders
Develop, implement, and maintain process improvements through growth and change
Acts with integrity, demonstrating honesty, transparency, positivity, and trust
Great attitude, fun to be around, constantly seeking to improve
Adaptable and willing to flex with changes, promote positive change management, and help drive company initiatives

Job Responsibility

Training, motivating, guiding and inspiring a team of Customer Service coaches
Ability to learn and adapt to an autonomy driven, employee focused company culture
Ability to communicate a vision that ensures that culture is built into the fiber of our team as we rapidly grow
Participate actively in an Operations group on a sprint schedule moving most important projects forward
Drive initiatives and often times create projects that elevate client experience outcomes and align with operational goals
Expert at identifying candidate strengths and risks during the hiring process
Communicate and support new process and product roll outs and changes
Balance organization/business focus with culture/people focus
Collaborate across all departments to identify and improve communication and processes
Evaluate the effectiveness of coaching, quality, recognition, collaboration, and accountability approach

What we offer

100% employer-paid medical, dental and vision for employees
Annual review with raise option
22 days Paid Time Off accrued annually, and 4 holidays
After 3 years, PTO increases to 29 days. Employees transition to flexible time off after 5 years with the company—not accrued, not capped, take time off when you want
The 4 holidays are: New Year’s Day, Fourth of July, Thanksgiving, and Christmas Day
Paid Parental Leave
Up to 6% company matching 401(k) with no vesting period
Quarterly allowance
Use to make your remote work set up more comfortable, for continuing education classes, a plant for your desk, coffee for your coworker, a massage for yourself... really, whatever
Open concept office with friendly coworkers

Fulltime

Director of Client Experience

Savvy is looking for a Director of Client Experience to own, scale, and evolve o...

Location

United States , New York City

Salary:

180000.00 - 210000.00 USD / Year

Savvy Wealth

Expiration Date

Until further notice

Requirements

8-12+ years in business operations, customer success & support, consulting, investment banking, or a similarly rigorous generalist role with experience leading support teams in a high-growth environment
Proven experience building and scaling multi-layer service teams, including managing managers and senior ICs
Strong track record of designing and optimizing service workflows, with demonstrated impact on efficiency, quality, and cost-to-serve
Deep experience owning and operating against service metrics such as CSAT, SLAs, and operational efficiency
Tech-forward operator comfortable owning the execution and adoption of tech-enabled solutions to help drive team efficiency and service quality
Track record of working closely with cross-function teams to implement new tools, systems, and automation
Strong judgment and comfort operating in ambiguous, fast-paced environments while making trade-offs across speed, quality, and cost
Excellent communication and stakeholder management skills. Comfort interacting directly with our customers to help them achieve their goals

Job Responsibility

Own and lead the Client Experience function, including hiring, training, performance management, and organizational design for a rapidly scaling service team
Define and execute a Client Experience strategy that balances advisor satisfaction, end-client outcomes, and Savvy’s business goals
Design, standardize, and continuously improve core client servicing workflows to reduce cycle time, rework, and operational cost while maintaining high service quality
Establish and own service-level KPIs and OKRs, including CSAT, SLA adherence, reassignments, churn, and cost-to-serve metrics
Drive adoption of tooling, automation, and AI-enabled solutions to improve Client Servicing effectiveness and service scalability, in close partnership with Product and Engineering
Partner cross-functionally with Product, Engineering, Operations, and advisors to influence roadmaps, prioritize initiatives, and ensure smooth rollout and adoption of new tools and processes
Foster a high-performance, low-churn team culture that emphasizes accountability, continuous improvement, and customer-centric decision-making
Serve as the senior escalation point for complex client servicing issues, ensuring issues are resolved effectively while improving underlying systems and processes

What we offer

Competitive salary and equity package
Unlimited PTO + paid company holidays
Access to holistic medical, dental, and vision plans
Company 401(k), Commuter, and HSA/FSA plans
NYC office in the heart of Manhattan
Lunch and snacks provided in the office
Access to virtual mental health care (Spring Health), vision related benefits (XP Health), and health concierge (Rightway) to help you find the right care
Access to counseling for stress management, dependent care, nutrition, fitness, legal, and financial issues (Guardian WorkLifeMatters EAP)

Fulltime

Director of Client Experience + Workforce Solutions

At Elara Caring, we care where you are and believe the best place for your care ...

Location

United States

Salary:

Not provided

Elara Caring

Expiration Date

Until further notice

Requirements

Bachelor’s degree in a healthcare-related field preferred
Minimum of five (5) years in home care, home health, or related healthcare operations with demonstrated success improving client satisfaction and workforce performance
Deep understanding of Medicaid/Medicare and personal care delivery models
Strong operational and financial acumen (fill rate, utilization, contribution margin)
Proficiency in data analytics, EVV systems, and workforce platforms (e.g., AlayaCare)
Excellent leadership, communication, and relationship management skills
Ability to manage multiple priorities in a fast-paced environment
Knowledge of HIPAA, accreditation standards, and state/federal regulations
LVN licensure required only in Louisiana
Experience developing and managing budgets, KPIs and financial targets

Job Responsibility

Lead the end-to-end client journey from referral to retention, ensuring service delivery aligns with client care plans
Oversee scheduling, workforce utilization, and engagement to ensure efficient operations and high fill rates
Collaborate with leadership to forecast staffing needs, optimize workforce capacity, and remove operational bottlenecks
Develop and implement data-driven strategies to improve client satisfaction, retention, and workforce stability
Build and manage high-performing teams through coaching, accountability, and continuous development
Drive consistency across regional processes, enhance transparency, and ensure compliance with all regulatory and audit requirements
Partner with payers, providers, and referral sources to strengthen community relationships and support regional growth
Uphold Elara Caring’s mission, values, and ethical standards while fostering a culture of compassion and excellence
Performs other duties/projects as assigned

What we offer

Work in a collaborative environment
Competitive compensation package
Tuition reimbursement for full-time staff and continuing education opportunities for all employees at no cost
Opportunities for advancement
Comprehensive insurance plans for medical, dental, and vision benefits
401(K) with employer match
Paid time off, paid holidays, family, and pet bereavement
Pet insurance

Fulltime

Director senior director client team resourcing

As Head of Resourcing, you are accountable for designing and running a resourcin...

Location

United States , Washington

Salary:

120000.00 - 160000.00 USD / Year

Bully Pulpit International

Expiration Date

Until further notice

Requirements

8–10+ years of experience in agency operations or resource management
Background to negotiate win-win solutions with senior leadership
Expert-level understanding of project management and ERP systems (experience with NetSuite and SuiteProjectsPro is highly preferred)
Natural affinity for problem-solving under pressure
Ability to translate raw data into actionable stories and recommendations
Deep sense of team dynamics and personalities to build trust
Proven experience in educating the room and advancing a culture of operational discipline
Experience leading organizational transformation or change management initiatives
Strong grasp of agency financial drivers, including utilization rates, fee structures and freelance vs. full-time trade-offs

Job Responsibility

Strategic Staffing: Field and vet all inbound Client Services staffing requests
Lead the cultural shift from a siloed team structure to a centralized resource pool
Client Leader Partnership: Work with leaders across accounts to validate staff plans, identify skills gaps, and course-correct
Executive Partnership: Participate in high-level portfolio conversations, providing business insights to leadership
Operational Governance: Act as the Single Source of Truth owner, finalizing time-entry and forecasting policies
Develop and enforce a prioritization matrix for staffing requests
Workforce Planning: Design and maintain forward-looking capacity models (12-month outlook)
Skillset Optimization: Work with Head of Talent to map talent databases
Collaborate with mentors and team leads to bridge the gap between self-reported skills and actual performance
Use resourcing data to ensure junior talent is getting diverse experience and growth opportunities

What we offer

100% company-paid medical, dental, and vision insurance
401(k) program with employer match up to 4%
Generous time off for vacation
$50 monthly phone reimbursement
Unlimited sick time
16 weeks of paid leave for new parents

Fulltime

New

Director, Client Support

We are looking for an experienced Director, Client Support to lead a multi-level...

Location

United States , Horsham

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent relevant experience preferred
8–10 years of experience in customer support, customer success, or a similar client-facing environment
3–5 years of experience leading managers and directing layered team structures
Demonstrated success building and scaling high-performing support or service teams in a fast-paced setting
Strong ability to use performance data, service metrics, and business trends to guide decisions and continuous improvement efforts
Excellent communication and relationship management skills, with the confidence to work effectively with executives and cross-functional stakeholders
Proven strategic and operational leadership experience, including process enhancement and workflow optimization
Familiarity with technical environments and tools such as Active Directory, backup technologies, Cisco technologies, computer hardware, and configuration management is beneficial

Job Responsibility

Lead and develop customer support managers and their teams, fostering accountability, growth, and a high standard of client service across the organization
Set the direction for the client support function by establishing priorities, defining operating practices, and aligning team efforts with broader business goals
Work closely with senior and commercial leadership to advance departmental initiatives, support account strategies, and improve client outcomes
Serve as an executive sponsor for key client relationships, coordinating with internal teams to ensure consistent support and effective issue resolution
Oversee service delivery activities such as research, analysis, and daily client requests to ensure work is completed accurately, on time, and in accordance with service expectations
Act as a senior escalation point for complex client and internal issues, identifying root causes and implementing lasting corrective actions
Monitor departmental performance through metrics and trend analysis, creating action plans to address risks and improve quality, efficiency, and retention
Drive operational improvement by identifying process gaps, strengthening team rhythms, and leading the integration of additional support teams when organizational changes occur
Manage talent strategy for the function, including hiring, coaching, succession planning, performance reviews, and ongoing leadership development
Prepare and deliver clear updates to senior leadership on performance, risks, opportunities, and key initiatives affecting the client support organization

What we offer

Medical, vision, dental, and life and disability insurance
401(k) plan

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