Reporting to the VP of Client Relations, the Client Experience Manager (CEM) will be the liaison between our clients and the rest of the organization, exclusively focused on the success and profitability of our partnerships, while ensuring the best experience for our clients and mutual customers. CEMs accomplish this through delivering on their core objectives and responsibilities. In addition, they are responsible for ensuring the Sales team has the tools and resources needed to achieve current and future revenue targets.

A successful CEM is:

• Empathetic – deeply understand the goals, drivers, and needs of others.
• Service-oriented – ready to go the extra mile for their clients.
• Strategic – doesn't get trapped in the weeds, understands the bigger picture.
• Proactive – does not wait to act, drives discussion and initiatives.

Duties/Responsibilities:

• Acts as primary account liaison-providing day-to-day service for existing and prospective partners managing day-to-day client communication and ongoing relationships as it relates to current, new, and upcoming opportunities ensuring prompt responses, reporting and communication.
• Manage client input and feedback for all projects with detailed direction and timelines.
• Establish and build strong working client relationships with business leaders at all levels to achieve long-term partnerships.
• Develop a thorough understanding of the clients’ position in the market, their product/service, points of difference and competitive landscape.
• Responsible for internal department communication and coordination between Sales, Underwriting, Marketing, Finance, Reinsurance, Legal, Compliance, Operations, Claims, IT, etc.
• Manages all aspects of the implementation/onboarding and partner agreement process for assigned accounts; coordinating, and completing tasks associated with program development, onboarding, and execution.
• Maintains Customer Relationship Management (CRM) system, stage progression and reporting.
• Maintains knowledge of contractual obligations for partners, including financials, performance expectations, terms, reporting, licensing, insurance, and compliance.
• Proactively evaluates existing partner’s sales and production performance and program profitability of assigned accounts to determine areas needing program or process improvement.
• Provide recommendations to management and partners, developing strategic plans to increase partner revenue through marketing, training, pricing, or new product offerings.
• Dedicates time to follow up with accounts and exchange resources, updates, and account activity.

Required Skills/Abilities:

• At least three years of experience in account management, client success, or relationship management
• Experience in the F&I industry or in-dealership experience is highly valuable
• Experience with Monday.com as a project management platform preferred
• Strong analytical and problem-solving skills
• Ability to work independently and manage personal time, keeping deliverables and deadlines top priority
• Excellent interpersonal skills
• Proficient with Microsoft products (Outlook, Excel, Word, Power Point and Adobe)
• Ability to meet deadlines without compromising quality and consistency in the process
• Experience dealing with and handling sensitive information