Client Experience Specialist

1 week ago

Toronto, Canada Grant Thornton Full time

**Who we are**
You know those big cities that still feel like small towns? Where everyone’s friendly and helps each other out? That’s like Grant Thornton. Except here we’re all professionals and there isn’t a mayor or a general store. What we’re trying to say is that we’re a large and growing professional services firm that still feels like a community. We employ over 3000 people across Canada, and we truly care about our colleagues, our clients and the communities where we work and live. That’s what’s most important to us. We’re building a thriving organization that’s purpose driven and still want to remember what your favourite milkshake flavour is.

**As a Client Experience Specialist your responsibilities will include**:

- Responsible to assess, pre-qualify and manage inbound lead assignment to the appropriate practitioner including researching leads to assess which to qualify and disqualify
- Curate firm sales enablement content and thought leadership to share with practitioners who are assigned leads for follow-up to improve the experience for leads
- Support the National Client Experience Partner and Senior Manager, National Client Experience with execution of national client experience strategies and campaigns
- Provide support to aid practitioners in tracking their offline touchpoints with inbound leads in the CRM
- Track client experiences along the sales cycle to identify opportunities for continuous improvement in the Firm’s lead follow-up processes and management
- Track client experiences across online and offline channels and touchpoints to inform continuous improvement along the client journey, collaborating with Process Excellence, Marketing Operations and IT as needed to gain access to data
- Define best practices and develop materials to guide and support practitioners through onboarding and handover of relationships to ensure an optimal client experience
- Analyze client data in the CRM to identify insights and opportunities for continuous improvement with targeted marketing campaigns, personalized client interactions and practitioner touchpoints along each stage of the client life cycle (consideration, onboarding, maintenance (retention, cross-selling, loyalty) and exit)
- Analyze project management data to identify insights and opportunities for improvement to ensure marketing resources are focused on activities driving the greatest ROI to support the Senior Manager, Marketing Operations
- Prepare reports to share insights and recommendations resulting from data analysis with Firm and marketing stakeholders on a regular basis
- Keep informed of industry trends and competitor activities related to client experience

**Be Grant Thornton**
If you’re a bit like us, you’re driven to connect with how others are feeling and thinking. Here we walk in others shoes before taking action. Just imagine being part of a team that puts “we before me”, where flexAbility is a mindset, and where you trust your colleagues to have your back. At Grant Thornton, you’ll work with inspiring leaders who support your development, both personally and professionally. This is a place where your insatiable curiosity enables you to think, see and hear from a variety of perspectives, a place where every day is different and having the courage to grow is part of who you are. And when all this comes together, well that’s when the magic happens

**Think you’ve got what it takes to be a Client Experience Specialist? Like the colour purple? Great. Here's a few more boxes we’re also hoping you can tick**:

- University / college degree or diploma in marketing, communications, business management or equivalent work experience in marketing, sales or client experience
- Minimum of 4-5 years of experience in marketing, client experience and sales, in a B2B environment, preferably professional services
- Experience analyzing, measuring and evaluating customer behaviours and sentiments to drive continuous improvements in the client experience is considered an asset
- You are a creative and critical thinker who is passionate about delivering an exceptional client experience while marketing and growing the business
- You are a storyteller who loves to persuade others by using data to tell a story
- You have a talent for using data to identify areas for improvement along the client experience journey
- You are a problem solver; you can work through a simple conflict or issue with mínimal guidance
- You are inquisitive about existing plans, ideas and notions; you seek to understand why and ask the right questions to uncover the need, issue or opportunity
- You take a personalized and consultative approach to relationship building; you have an ability to interact effectively and build rapport with a wide range of professionals
- You are results and data driven, and seek continuous improvement in everything you do
- You are self-motivated and have the ability to work independently without guidan

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