OpportunityThe Client Experience Manager will have direct responsibility for managing client specialists and/or delivery coordinators on the Client Experience team. The Client Experience team will function as the primary communication and coordination conduit between our clients and a variety of Vestcom internal groups. The goal of the Client Experience Manager is to maintain the highest levels of service and ensuring their immediate team is staffed, trained and organized to support assigned clients efficiently and effectively as possible. In addition, this position will be charged with implementing process improvements that will support the goals of better production support, service, and improved communication across the organization. Success in this position will be characterized by highly satisfied clients and team members. Key Areas of ResponsibilityManage and oversee associates responsible for resolving all client facing situations, issues and service level agreement orders.Oversee and ensure reviews, account planning, project management, issue coordination and day-to-day client communication activities are correct and complete.Oversee implementation of processes, procedures, and tools to increase the effectiveness of their team.    Provide coaching, mentoring, and career development to their team members.Ensure that all team members receive on-going training opportunities. This includes making sure the training programs are effective, that the programs contribute to employee skills development and raise the skills and professionalism of the teams across the board.Responsible as escalation point person for Client issue resolution / satisfaction maintenance. Responsible as escalation point person for internal operating issues and teaming issues with other Vestcom departments.Responsible for Continuous Improvement initiatives within Client Experience.Responsible for management and attainment of Client Experience MBOs.Work with VP Client Experience in identifying staffing requirements and participate in the hiring process of new team associates.Assist VP Client Experience in expense and budget planning. Identify areas for improvement in internal processes for assigned clients and team.Assist in VP Client Experience in conducting client business reviews to ensure client satisfaction.Must be able to provide client service/support to production operators and/or programming staff as needed outside of normal working hours to support 24/7 operations.Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.
