Position Overview
To assist advisors and operations team in managing and organizing office workflow and interacting with clients at an expert and professional level. The Client Experience Manager (CEM), in accordance with the firm's mission and core values, implements the desired tone of the office, the positive representation of the practice in the community, and ensures an excellent experience of the client when in the office, phone, or web conference.
Clients will rely on the CEM to respond to them in a timely manner and help them with coordination of services, the custodian and other client-facing sites, scheduling, etc. The position has four key responsibilities including: scheduling, client service, community impression, and management of the office.
Certificates, Licenses, Registrations, Designations Required: None
Four Key Responsibilities
Scheduling. The CEM will be responsible for managing the Client Relationship Manager (CRM) software for a practice with 4+ advisors running up to 12 client meetings a week per advisor. The ideal candidate will be able to utilize the CRM software in such a way as to produce reports for practice management and explore ways to run the scheduling function more efficiently.
Client Service.The CEM will be tasked with enhancing the client experience and assisting the operations manager and advisors with bringing a sense of delight to the client.
Community Impression. The CEM will participate with practice leadership in the planning for annual marketing activities and take responsibility for the management of planned activities and provide a consistent delivery of community impressions.
Office Management. The CEM will oversee and manage the physical space of the office to provide an office environment conducive to team activities and positive client experiences.
Key Skills/Abilities/Knowledge/Competencies
For success in this role, an individual must be able to perform each primary responsibility at a high level. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Two years related experience and/or training; or equivalent combination of education and experience. Continuing education – lifelong learning is expected.
Language Skills
- Able to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Able to write reports, business correspondence, and procedure manuals
- Able to effectively present information and respond to questions from managers, clients, customers, and the general public.
- Excellent written and verbal communication skills are essential and mandatory.
- Computer Skills: able to use Excel, Word, Outlook, contact management systems, database software and other software tools as necessary
- Technical duties, tasks, and skills: able to navigate and guide clients through various websites utilized by our firm
Other Skills and Abilities
- It is essential that the CEM role has a high degree of integrity, commitment, and trust. The financial health, image and goodwill of the company are highly influenced by the person holding this position.
- A successful CEM will have excellent inter and intrapersonal relationship skills, effective communication skills and the willingness to show empathy and understanding for various points of view.
- Able to communicate with clients and team members in a professional, clear, and concise manner is essential.
- Must exercise discretion in dealing with the personal information of clients.