Mgr Client Experience – Ent

About This Opportunity

Our talent team is representing a confidential technology solutions organization in their search for a Manager of Client Experience for Enterprise accounts. This is a leadership role managing client onboarding, team development, and escalation handling across a regional client experience team. You'll work closely with sales and operations to ensure seamless implementation of new client relationships while coaching and developing a team of client experience specialists.

Responsibilities

• Coordinate enterprise client onboarding processes, owning the onboarding checklist and holding stakeholders accountable for timely completion of their portions
• Lead discovery calls and specialized training sessions for new client implementations
• Maintain and update onboarding process documentation and communicate changes across departments
• Manage a regional client experience team including hiring, performance feedback, disciplinary actions, and annual evaluations
• Approve time-off requests and ensure accurate payroll processing for the team
• Implement performance improvement plans and provide coaching to team members needing additional support
• Onboard new team members through mentoring, resource provision, and training coordination
• Create and deliver training materials including user manuals, documents, and videos for both internal teams and external clients
• Handle escalations from account executives and team members related to client support
• Lead process improvement initiatives representing enterprise client needs
• Ensure compliance with applicable financial controls where relevant

What We're Looking For

• Bachelor's degree or equivalent combination of education and work experience
• 15+ years of progressive work experience; 18+ years to be fully proficient in the role
• General understanding of technology equipment in enterprise IT environments
• Intermediate Microsoft Excel skills including formulas and spreadsheet management for special projects
• Advanced Microsoft Outlook proficiency, including managing shared inboxes in high-volume environments
• Working knowledge of virtual meeting platforms such as Webex and Teams
• Experience in IT reseller industry operations
• Advanced knowledge of IT manufacturers, their programs, and ability to support enterprise clients
• Experience with manufacturer special pricing processes for enterprise accounts
• Understanding of major IT manufacturers' products, tools, websites, and lead times
• Strong team leadership skills with ability to develop and implement performance improvement plans
• Exposure to IT purchasing processes in large enterprise environments
• Strategic planning abilities with talent for leveraging resources effectively
• Must be authorized to work for any employer in the United States; visa sponsorship is not available

How We Work With You

When you apply through Get A Job.ai, a recruiter from our team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our recruiting team to ensure the best experience for everyone involved.

Pay

The source compensation range for this position is $86,000 to $110,575 annually. Pay details through Get A Job.ai will be discussed during the screening process.

Equal Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants regardless of race, color, religion, sex, national origin, age, disability, or any other protected characteristic under applicable law.