Associate Client Experience Manager
Core
Execute and oversee initiatives to enable best-in-class client experiences for internal and external clients, including managing Service Level Agreements (SLAs) and driving accountability.
Role type
Associate Client Experience Manager
Builds
Client experience processes, SLA definitions, and performance reporting
Domain
IT Services / Managed Service Provider
Deliverable
dashboards & analysis
Required skills
Strategic thinking, cross-functional coordination, data analytics, program management, SLA management, executive communication, report writing, PowerPoint, Excel
Preferred skills
ITIL, Salesforce
Responsibilities
Build prescriptive execution strategies for key programs based on data; Coordinate internally across Sales, Technical Operations, Solution Architecture, and Program/Project Management; Track, analyze, and report on key client experience metrics; Be the single source of truth for SLA definitions, targets, performance, and guidance; Review proposed service levels and targets for new client deals and renewals; Secure approval from Account Teams, Finance, and Legal regarding credit approval decisions.
Seniority
Associate, individual contributor