Client Experience Senior Manager

#LI-OD1 #LI-Hybrid

Essential Functions and Primary Duties

• Own the enterprise client listening strategy and roadmap, including relationship surveys, transactional surveys, onboarding and implementation feedback, case-closed surveys, lost-client exit interviews, top-client interviews, and other targeted research.
• Lead end-to-end survey operations, including audience and sampling strategy, instrument design, contact-data readiness, launch coordination, confidentiality protocols, response-rate improvement, reporting, and stakeholder communication.
• Establish a closed-loop feedback process with clear standards for timely follow-up, issue escalation, service recovery, ownership, and documentation of actions taken.
• Create dashboards, scorecards, and executive reporting that segment insights by service line, geography, client size, relationship stage, and other meaningful dimensions; identify statistically credible trends and areas of risk.
• Partner with business leaders to convert findings into retention plans, service enhancements, pilots, training, and measurable action plans, and monitor progress against commitments.
• Define and monitor client experience measures such as satisfaction, advocacy or NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion.
• Connect client feedback to growth opportunities, including cross-service interest, client expansion, referral potential, and coordinated handoffs to relationship owners and subject matter experts.
• Partner with CRM and Revenue Operations teams to integrate client-feedback data, tasks, campaign membership, ownership, and follow-up activity in Salesforce or other designated systems.
• Support client journey mapping and process improvement across onboarding, implementation, renewals, ongoing service, communications, client portals, and key moments that matter.
• Develop toolkits, playbooks, communications, and training that strengthen client-listening and service-recovery capabilities across leaders and client-facing teams.
• Benchmark client experience practices, survey methods, and service standards against insurance, benefits, retirement, human capital advisory, and broader professional-services peers.
• Manage third-party research and survey partners as applicable, including scope, timelines, data quality, deliverables, and budget.

Preferred Qualifications

• Bachelor’s degree in business, marketing, analytics, organizational research, communications, or a related field, or equivalent practical experience.
• At least five years of progressive experience in client experience, voice-of-the-customer, customer insights, market research, client service, or a related discipline; experience in benefits, insurance, financial services, or professional services is preferred.
• Demonstrated experience designing and managing survey or feedback programs and translating quantitative and qualitative findings into business action.
• Experience presenting insights and recommendations to senior leaders and influencing cross-functional stakeholders without direct authority.
• Working knowledge of survey design, sampling, response-rate management, data privacy, qualitative interviewing, and basic statistical interpretation.
• Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools; strong Microsoft Excel and PowerPoint skills.

Core Capabilities

• Client-centered judgment and strong business acumen, with an understanding of retention, relationship management, and service delivery.
• Analytical rigor and the ability to distinguish meaningful signals from isolated feedback.
• Excellent written, verbal, presentation, facilitation, and coaching skills.
• Program and project management discipline, including governance, prioritization, and follow-through across multiple service lines.
• Ability to build trusted relationships across decentralized teams and operate effectively in a changing, growth-oriented environment.
• Comfort working independently while collaborating closely with Marketing, Operations, Revenue Operations, Business Development, Technology, and service-line leadership.

What Success Looks Like

• A consistent, enterprise-wide client listening calendar with clear ownership, governance, and reporting.
• Improved survey participation and contact-data quality, supported by disciplined outreach and sampling practices.
• Timely, documented follow-up on client feedback, with clear escalation and service-recovery pathways.
• Business-unit action plans tied to retention risks, service gaps, and growth opportunities, with progress reported to leadership.
• Client insight data incorporated into Salesforce and operating reviews so relationship owners can act on feedback.

Minimum Qualifications

• Bachelor's degree
• 7 years experience in public accounting or related field
• 5 years supervisory
• Must have and preserve required licenses
• Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary
• Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
• Proficient use of applicable technology
• Must be able to travel based on business needs