Client Experience Manager (Remote)
Company: Aduro
Location: Greenville
Posted on: May 12, 2022
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Job Description:
We are looking for a Client Experience Account Manager to create
long-term, trusting relationships with our customers. This role
will oversee a portfolio of customers and develop new business from
existing clients. The Client Experience Account Manager is
responsible for developing strong relationships with customers,
connecting with key business executives and stakeholders, preparing
renewals and reports, answering client queries and strategic
guidance surrounding employee engagement. and may require
occasional travel. In this role, you will liaise with
cross-functional internal teams to improve the entire customer
experience. If you are open to occasional travel, familiar with
account management software, have an aptitude for client
communication and understand consumer behavior, we'd like to meet
you.Who We AreAduro is a Human Performance company, existing at the
intersection of well-being and performance. We unlock human
potential in the workplace by providing expert coaching,
interactive content, meaningful incentives and personalized
insights in a fun, inspiring way. This helps to ignite cultures,
create inclusivity, and build social connections that promote
growth and flourishing of people in life and work.Our client
experience team works passionately to craft programs that most
effectively marry the values and cultures of our clients with the
power of Aduro's Human Performance approach. Our ultimate goal is a
Trusted Relationship with every client with mutual access and
buy-in from executives and decision makers at both Aduro and the
client, open and candid communication focused on problem solving
and improvement, and collaborative co-development of innovation and
ideas.Responsibilities Develop new business with existing clients
and/or identify areas of improvement to ensure satisfaction and
retentionServe as the lead point of contact for assigned customer
account management mattersBuild and maintain strong, long-lasting
client relationships; develop trusted advisorrelationships with key
accounts, customer stakeholders and executive sponsors; provide
relevant account management coaching which includes but is not
limited to:Facilitating client well-being initiatives and
programsProviding leadership, innovative ideas, problem-solving
strategiesEnsure operational excellence by developing strategic
account plans for assigned portfolio of clients which includes
timely and successful delivery of solutions and renewals according
to customer needs and objectives while enhancing business best
practicesAbility to effectively communicate through conference
calls, email communication, webinars, and onsite
meetingsContinuously gather feedback and partner with internal
teams (including Member Experience, Wellmetrics, Sales, Marketing
and Product departments) to achieve high end-user engagement
levelsProactively work with internal and external Support teams to
find resolution to client issues or concerns in a timely manner;
inform relevant partiesof status of resolutionProvide insight to an
integrated approach across other areas of company, ensuring that
client needs are communicated effectively across departmentsClearly
communicate the process of monthly and quarterly initiatives to
internal and external stakeholders; forecast and track key account
metrics to ensure accountability and quality of service; prepare
reports on account statusWork with Data & Reporting team to deliver
launch, quarterly, and year-over-year reports to clients,
highlighting wins and offering compelling recommendations for
improvementRequirementsProven work experience (5 - 7 years) and
professional demeanor as an Account Manager, Key Account Manager,
Sales Account Manager or relevant roleSubstantial experience with
CRM software (e.G. Salesforce) and MS Office Suite Experience
delivering client-focused solutions to customersProven ability to
juggle multiple account management projects at a time, while
maintaining sharp attention to detail and quality of workAbility to
work collaboratively within the Client Experience team,
cross-departmentally throughout Aduro and with our client's
teamsDemonstrable listening, negotiation, consultation, influence,
and presentation abilitiesStrong written and verbal communication
skills Excellent problem-solving skills; ability to learn quickly
and adaptBA/BS degree in Business Administration, Sales, relevant
field or equivalent experienceBenefitsAduro offers a comprehensive
suite of benefits including medical, dental, vision, short and
long-term disability, 401k plans with company match, life
insurance, student loan repayment support, and discounted pet
insurance. We also believe that work/life balance is important and
have a flexible vacation policy for full time team
members.Community. We are a distributed team of avid Zoom and Teams
collaborators. Our community fosters collaboration, so be ready to
converse and let ideas percolate. Aduro believes diversity is a
necessary element to our success as a business. We are committed to
building a community that represents and celebrates a variety of
backgrounds, perspectives, and skills; we want you to bring your
verve!We, at Aduro, LLC. pledge to ensure mutual respect and
maintain that no job applicant or employee receives less favorable
treatment on the grounds of gender, race, marital status,
disability, age, gender orientation, or religion. Aduro, LLC.
values diversity in our team and is committed not only to our legal
obligations but also to the positive promotion of equality in all
aspects of employment: Aduro, LLC. is an EEO employer.
Keywords: Aduro, Greenville , Client Experience Manager (Remote), Executive , Greenville, South Carolina
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