Senior Client Experience Manager

CBIZ

. Own the enterprise client listening strategy and roadmap, including relationship, transactional, onboarding, implementation, case-closed, lost-client, and top-client surveys .

Posted 11/6/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client experience management, including survey design, data analysis, and stakeholder communication. Proficient in translating insights into actionable business strategies while managing cross-functional collaboration and project execution.

Highest-signal resume keywords

Client Experience ManagementSurvey Design and ManagementData Analysis and ReportingStakeholder CommunicationProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Survey DesignData AnalysisStatistical InterpretationClient Journey MappingRetention StrategiesFeedback Program ManagementResponse-Rate ManagementQualitative InterviewingProgram ManagementProject Management

Soft Skills

Verbal CommunicationWritten CommunicationCollaborationInfluencing StakeholdersPrioritization

Tools & Technologies

SalesforceQualtricsMedalliaMicrosoft ExcelMicrosoft PowerPoint

Certifications & Qualifications

Required Licenses

Industry Keywords

Public AccountingClient RetentionService DeliveryProfessional ServicesFeedback Programs

About the role

Key responsibilities & impact

Own the enterprise client listening strategy and roadmap, including relationship, transactional, onboarding, implementation, case-closed, lost-client, and top-client surveys
Lead end-to-end survey operations, including sampling, instrument design, contact-data readiness, launch coordination, confidentiality, response-rate improvement, reporting, and stakeholder communication
Establish closed-loop feedback processes for follow-up, escalation, service recovery, ownership, and action documentation
Create dashboards, scorecards, and executive reporting segmented by service line, geography, client size, and relationship stage
Identify statistically credible trends and areas of risk
Convert findings into retention plans, service enhancements, pilots, training, and measurable action plans
Define and monitor client experience measures including satisfaction, NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion
Connect client feedback to cross-service opportunities, client expansion, referrals, and coordinated handoffs
Integrate client-feedback data, tasks, campaign membership, ownership, and follow-up activity into Salesforce or other designated systems
Support client journey mapping and process improvement across onboarding, implementation, renewals, ongoing service, communications, portals, and key moments
Develop toolkits, playbooks, communications, and training for client listening and service recovery
Benchmark client experience practices, survey methods, and service standards against relevant professional-services peers
Manage third-party research and survey partners, including scope, timelines, data quality, deliverables, and budget

Requirements

What you’ll need

Bachelor's degree
7 years experience in public accounting or related field
5 years supervisory experience
Must have and preserve required licenses
Ability to manage deadlines, work on multiple assignments, and prioritize assignments
Demonstrated verbal and written communication across all organizational levels, internally and externally
Proficient use of applicable technology
Must be able to travel based on business needs
Experience designing and managing survey or feedback programs
Experience translating quantitative and qualitative findings into business action
Experience presenting insights and recommendations to senior leaders
Experience influencing cross-functional stakeholders without direct authority
Working knowledge of survey design, sampling, response-rate management, data privacy, qualitative interviewing, and basic statistical interpretation
Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools
Strong Microsoft Excel and PowerPoint skills
Understanding of retention, relationship management, and service delivery
Program and project management discipline
Ability to collaborate with Marketing, Operations, Revenue Operations, Business Development, Technology, and service-line leadership

Benefits

Comp & perks

Hybrid work arrangement
Opportunities to grow personally and professionally
Employee recognition and appreciation environment