Client Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Report directly to the Senior Manager of Client Experience.

• Lead, mentor, and develop a team of Client Experience Coordinators.

• Monitor and enhance team performance in alignment with established KPIs and service standards.

• Cultivate a collaborative, customer-focused culture that emphasizes accountability and continuous improvement.

• Offer guidance and assistance on intricate guest and client situations.

• Establish and maintain strong relationships with key stakeholders in corporate accounts.

• Act as the main point of contact for designated strategic accounts.

• Conduct Quarterly Business Reviews (QBRs) with top-tier clients.

• Facilitate regular service calls and business reviews with key accounts.

• Identify opportunities to strengthen partnerships and enhance the client experience.

• Address escalated guest and client concerns with urgency and professionalism.

• Drive the resolution of complex issues by collaborating with internal teams and external stakeholders.

• Provide proactive communication and status updates throughout the resolution process.

• Deliver exceptional service to VIP guests and high-value corporate clients.

• Exercise sound judgment and decision-making in ambiguous or sensitive situations.

• Collaborate with Operations, Sales, Supply, Product, and external building partners to efficiently resolve guest concerns.

• Continuously learn and adapt to changing client requirements, contractual obligations, and service expectations.

• Contribute to process enhancements that improve both the guest and client experience.

• Support the creation and implementation of scalable solutions for VIP account management.

⛳️ Requirements

• 3+ years of experience in customer service, hospitality, guest relations, client success, account management, or a related field.

• 3+ years of experience in people management, leading a team of five or more direct reports; BPO experience is a plus.

• Proven success in managing complex customer issues that necessitate cross-functional collaboration and multiple touchpoints for resolution.

• Strong ability to prioritize competing demands in a fast-paced environment.

• Exceptional written and verbal communication skills with a proven ability to convey information concisely, professionally, and empathetically.

• Experience in managing escalations and providing effective service recovery solutions.

🏝️ Benefits

• Competitive salary and annual performance bonus ($85,000 - $100,000 with up to 15% Annual Bonus).

• Flexible PTO.

• Cigna Healthcare (Medical, Dental, Vision).

• 401k retirement plan.

• Paid maternity/parental leave benefits for new parents.

• Equipment provided by Blueground.

• Complimentary accommodation in Blueground locations.