Client Experience Manager

1 month ago

Surrey, British Columbia, Canada F12 Full time
About the Role

We are seeking a highly skilled Client Experience Manager to join our team at F12. As a key member of our Managed Services Organization, you will be responsible for overseeing all aspects of the client experience and engagement with F12.

The successful candidate will have proven experience providing clients with positive, seamless, and satisfying experiences from initial contact through the entire customer journey.

Key Responsibilities:

  • Understand client needs by gaining insight into their expectations and needs pertaining to F12's services.
  • Facilitate effective communication with F12's clients, ensuring that information is communicated smoothly while requests are being addressed promptly.
  • Effectively manage and solve all client issues, complaints or concerns to ensure effective client experience and management.
  • Consistently gather feedback from your portfolio of clients to better their experiences while implementing any specific changes required for an improved client relationship.
  • Build and maintain strong relationships with clients, resulting in repeatable business for F12.
  • Work with different departments within the company to ensure a cohesive and positive client experience.
  • Accountability of IMAC Service Requests and handle escalations when required.
  • Ensure that client information is up to date in our CRM (Connect Wise) and maintain accurate input as required.

Requirements:

  • Excellent verbal and written communication skills.
  • Excellent client-facing and internal communication skills.
  • Strong organizational skills.
  • Extensive Client Management Experience – Specifically maintaining a portfolio of recurring clients.
  • Strong ability to identify opportunities to improve relationships between clients and an organization.
  • CRM Experience is a plus.
  • Understanding of CPQ and inside sales environments would be beneficial.
  • Technical background and understanding of technologies are an asset.
  • High level of computer proficiency (industry experience an asset).
  • Ability to multi-task.
  • Highly detail oriented.
  • Post-Secondary education in a related field is an asset.

What We Offer:

  • Health Spending or RRSP Matching.
  • Three weeks vacation plus extra Flex Days.
  • Reimbursements for educational advancement and certifications.
  • Leadership development opportunities and growth coaching.

About F12:

F12 is a forward-thinking, dynamic company that champions diversity and inclusivity and fosters a respectful working environment. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge.

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