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Fintech • Information Technology • Payments • Productivity • Software • Travel • Automation
Lead cross-functional efforts to ensure client support meets or exceeds expectations. Manage escalations, align Sales/CS with Support, standardize reporting and metrics, recommend process improvements, and use data-driven insights to improve customer experience and meet SLAs.
22 Days Ago
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Easy Apply
Healthtech • Consulting
Manage multiple healthcare client accounts with focus on website development, SEO/SEM, and digital strategy. Lead projects, ensure timelines and deliverables, drive account growth and budgeting, monitor client health, mentor junior staff, and collaborate with cross-functional teams to execute integrated marketing initiatives.
Top Skills:
SemSeoWordpress
Healthtech
The Senior Client Experience Manager will cultivate client relationships, generate new business, prepare presentations, and manage accounts in the digital healthcare advertising sector.
Top Skills:
PowerPoint
LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.
If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.
The Sr. Client Experience Manager will serve as an advocate for LightEdge clients to oversee the strategy, planning, and execution of the overall client experience. Each (Sr. CEM) will work closely with the direct sales team and their client base to build strategic plans, maintain client retention rate, and identify growth opportunities. The Sr. CEM will need a thorough understanding of LightEdge processes and client services.
Ideal candidates will have excellent strategic thinking and foresight, preparation, interpersonal, technological, written, and verbal communication skills, a service-oriented attitude, and be ready to assist in any and all client needs. Each Sr. CEM will be responsible for maintaining and strengthening relationships with a large group of assigned client accounts and will focus on providing an overall great customer service experience. Our most successful team members are highly organized, individually driven, and an all-around team player.
Responsibilities
- Ability to understand business objectives, anticipate client’s future needs, and align engagements accordingly.
- Responsible for predicting churn, both erosion and defection on a monthly and quarterly basis for assigned account base. In addition, will collaborate with other teams and leadership on save plans per account.
- Adept at interpreting and leveraging data insights to enhance customer experience.
- Visualize the end-user experience and work backwards to determine engagement needs
- Collaborate with other business units on all client requests pertaining to support tickets, contract questions, product requests, billing inquiries and more.
- Identify strategic growth opportunities within client accounts and pass leads to the sales.
- Document client account reviews in the Salesforce database and communicate action items to all relevant team members.
- Engage client accounts at multiple levels and serve as the go-to person for all things LightEdge.
- Work closely with customers to proactively manage renewals.
- Own and process all low dollar adds and changes to client subscriptions.
- Provide client feedback to the product team, including feature requests and satisfaction
- Other duties as assigned.
Requirements
- 2+ years experience ideally in a technical sales capacity
- Bachelor’s Degree or equivalent experience
- Willingness to travel occasionally based on customer and business need
- Exceptional customer service experience
- Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems.
With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.
LightEdge Solutions Austin, Texas, USA Office
2916 Montopolis Drive, Austin, TX, United States, 78741
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
