Client Experience Manager

Job Description

Company Introduction

Job Responsibilities and Duties

• Serve as the main point of contact for clients during the onboarding and implementation process;
• Oversee and coordinate the entire onboarding journey, including account setup, platform configuration, and initial training in collaboration with our remote team in Cyprus;
• Work closely with sales, product, and development teams to ensure a smooth transition from sales to onboarding, delivering a seamless experience;
• Provide direct client support by addressing issues, resolving challenges, and ensuring a positive user experience;
• Create and maintain comprehensive onboarding materials and support documentation to empower clients with self-service options;
• Actively gather client feedback to refine and enhance onboarding procedures and support strategies;
• Monitor client engagement and platform usage, identifying opportunities to offer additional assistance and ensure their success;
• Track key onboarding metrics to ensure timely completion of milestones and identify areas for improvement;
• Stay updated on product enhancements and new features to deliver accurate and effective training and guidance to clients;
• Build and nurture trust-based client relationships, ensuring they feel supported and valued throughout their onboarding journey.

Experience

• Bring over 3 years of experience in client-facing positions, including onboarding, customer success, or account management;
• Have a strong background in managing intricate onboarding processes for SaaS platforms;
• Possess a solid understanding of SaaS and B2B operations, with insight into client needs and expectations.

Personal Skills

• Showcase excellent communication and interpersonal abilities, capable of establishing strong relationships and simplifying technical concepts for non-technical audiences;
• Exhibit top-notch organizational skills and a keen eye for detail, with the capacity to handle multiple clients and priorities concurrently;
• Excel in a dynamic, fast-paced startup setting by demonstrating self-drive, teamwork, and flexibility;
• Exhibit enthusiasm for providing exceptional client experiences while aligning with the Company's mission and values.