Senior manager communications and operations - client experience team

Job Description

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At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you’re starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind.

You can design a career you’ll love from top to bottom we give you the tools you need to succeed and the autonomy to reach your goals.

As part of the CX Team, your role is to create and manage the firm's client experience communications and operations strategy, as well as to lead client-facing projects and solutions.

You will design a strategic communications and content strategy plan for Client Experience, and lead / support client satisfaction initiatives for our business lines and operations teams.

What it Means to Work for EisnerAmper :

• You will get to be part of one of the largest and fastest growing accounting and advisory firms in the industry.
• You will have the flexibility to manage your days in support of our commitment to work / life balance.
• You will join a culture that has received multiple top Places to Work awards.
• We believe that great work is accomplished when cultures, ideas and experiences come together to create new solutions.
• We understand that embracing our differences is what unites us as a team and strengthens our foundation.
• Showing up authentically is how we, both as professionals and a Firm, find inspiration to do our best work.
• Numerous Employee Resource Groups (ERGs) to support our Diversity, Equity, & Inclusion (DE&I) efforts.

What Work You Will be Responsible For :

• Create and execute a strategic communications plan for Client Experience that supports the firm’s business goals, brand voice, and CX business strategy.
• Lead and support our client satisfaction strategy through our client feedback programs, such as client surveys, interviews, and client satisfaction metrics.

Lead on delivering a client satisfaction program that not only reports out findings but ensures a solid follow through process for our clients.

Guide firm leadership on how client satisfaction impacts their business strategy.

• Position yourself as the strategic client satisfaction and communications expert, which means demonstrating your ability to add value to client experience and our client service partners through strategic communications and presentations.
• Manage and evaluate the effectiveness of various CX initiatives through client feedback, and across business lines and operations teams, in coordination with the head of CX, CX Manager in charge of the Diamond Program, and members of the CX Analytics team.
• Lead the CX communications, operations and feedback process for projects, rollouts and operational initiatives that impact clients.

This includes creating a strategic CX satisfaction and execution plan for M&A integration, and Client Resources. Requires you to work closely with Marketing, Technology and Operations teams to ensure the consistency, execution and integration of client communications within the firm’s marketing tech stack, content and digital platforms.

• Manage client communications and feedback for our client technology or solutions rollouts, to ensure clients are communicated with quickly and clearly, and to improve client satisfaction, retention, and loyalty through firm rollouts.
• Provide regular feedback and insights to the senior management and stakeholders on the client performance, issues, and opportunities in project rollouts.
• Lead special projects that may come up within the Client Experience domain, ensuring they support the firm’s strategic goals and deliver value to clients.

Basic Qualifications :

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related field. MBA preferred.
• Minimum of 10 years of experience in a strategy, business ops, marketing, business development or client experience role, preferably within a professional service or B2B environment.

Preferred / Desired Qualifications :

• Adaptability : Thrives in high-pressure environments with a flexible and agile approach to dynamic demands.
• Problem-Solving : Creative and critical thinker with meticulous attention to detail, adept at identifying and resolving complex issues.
• Client Experience & Strategy : Deeply understands client satisfaction, excelling in strategic planning with a focus on delivering client-centric solutions.
• Analytical Acumen : Possesses robust analytical capabilities, transforming data into compelling narratives, insights, and strategic directions.
• Communication : Outstanding communicator, both written and verbal, skilled at distilling and articulating complex ideas to varied audiences.
• Change & Project Management : Proven track record in crafting and implementing successful communication, change, and project management initiatives.
• Teamwork & Leadership : Demonstrates exceptional teamwork, leadership, and interpersonal skills, ensuring effective collaboration and negotiation.
• Project Management : Exceptional project management proficiency, adept at juggling multiple initiatives and adhering to stringent deadlines.
• Relationship Building : Expert in forging and nurturing long-standing, trust-based relationships with clients and team members.
• Collaboration : Works effectively across diverse teams to meet goals and roll out strategic projects.
• Independence & Collaboration : Balances autonomous work with cooperative efforts in evolving business landscapes.
• Multitasking : Manages an array of projects and priorities with finesse and precision.
• Client Feedback Expertise : Knowledgeable in various client feedback mechanisms and enhancement programs.
• Technical Proficiency : Skilled in Microsoft Office, analytics tools, Monday.com, and CRM software; preference for candidates with these competencies.
• Continuous Learning : Eager to master new technologies and platforms relevant to customer experience, including HubSpot, Qualtrics, PowerBI Dashboards, and AI tools.

About EisnerAmper :

EisnerAmper is one of the largest accounting, tax, and business advisory firms, with approximately 450 partners and 4,500 employees across the world.

We combine responsiveness with a long-range perspective; to help clients meet the pressing issues they face today and position them for success tomorrow.

Our clients are enterprises as diverse as sophisticated financial institutions and start-ups, global public firms, and middle-market companies, as well as high net worth individuals, family offices, not-for-profit organizations, and entrepreneurial ventures across a variety of industries.

We are also engaged by the attorneys, financial professionals, bankers, and investors who serve these clients.

Should you need any accommodations to complete this application please email : [email protected]

Preferred Location : Iselin

Iselin

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