Client Experience and Loyalty Manager
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Job Description
Client Experience & Loyalty Manager managing client satisfaction and loyalty strategy. Collaborating with internal teams to enhance client relationships and improve overall experience.
Responsibilities:
- In partnership with the GTM team, own the voice of the client across all channels and touchpoints and serve as the point of contact for high-value or at-risk clients
- Manage client satisfaction surveys.
- Use data to drive continuous improvement in client interactions and service delivery
- Build an ongoing feedback framework to collect and assess feedback and provide ongoing improvements
- Increase referral rate, i.e., client’s willingness to recommend/refer Optiv
- Expand existing Client Loyalty program to improve lifetime experience
- Analyze customer data to track client behavior preferences and feedback to identify trends and opportunities
- Foster a culture centered around client advocacy, responsiveness, and continuous improvement
- Collaborate with enablement teams to ensure alignment of training offerings
- Partner with finance and revenue teams to understand ROI of client retention strategies
- In partnership with Sales and Enablement, operationalize and track the Optiv Promise
- In partnership with the Portfolio Manager, stay on top of industry trends, technology, and client requirements to inform strategic direction
- Monitor client engagement trends to identify attrition risks early
- Implement best practices for onboarding, adoption, and customer lifecycle management
- Collaborate with Marketing to provide recommendations on client events and provide executive support
- Collaborate with Client Advisory teams to receive client feedback on existing offerings, understand customer adoption and client satisfaction, receiving and managing field feedback
- Performs other duties as assigned
- Complies with all policies and standards
Requirements:
- Bachelor's Degree preferred or a related field
- 4-7 years proven customer-facing sales, relationship management, escalation management, or customer success experience, preferably within the cybersecurity industry
- Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively
- Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred
- Experience in untangling complex processes, and providing succinct, data-driven recommendations to leaders
- Proven success in building and maintaining relationships with senior leaders
- Ability to clearly articulate information into simple, digestible, and actionable messages across all levels of the company, including the executive team, and bring people on the journey
Benefits:
- Work/life balance
- Professional training resources
- Creative problem-solving and the ability to tackle unique, complex projects
- Volunteer Opportunities
- “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
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