We are looking for a new Client Experience Manager in our Chicago, IL office! This person ensures the strategic delivery of operational excellence in processes, services and relations to existing clients to drive their revenue and provide a superior partnership experience. 

The Client Experience team supports clients on an operational level by working side-by-side with them through migration, onboarding and retention. Once a client is set up with our platform, Client Experience leverages a proven set of best practices to deliver ongoing E-commerce consultation delivering operational excellence. Because a key function of this team is to manage client relationships, it is very important that the candidate be familiar with proactive account management and client retention.

Your Responsibilities

• Takes ownership of assigned clients and serves as central client contact, responsible for solution delivery (internal and external), while coordinating internal resources
• Manages and develops client accounts to maintain favorable relationships
• Evaluates clients’ needs, develops concepts and opportunities that support business processes and oversees the implementation of solutions
• Plans and executes on delivery and implementation plans, coordinates testing and troubleshooting final system setups
• Successful overall onboarding/migration of new clients including the planning and execution of delivery and implementation plans, testing and troubleshooting final system setups- Internally responsible for leading initiatives to teach, coach and transfer knowledge to more junior positions
• Executes against operational targets (e.g. revenue, profitability and client experience)
• Prepares and presents business reviews to clients and moderate/lead meetings, phone calls, onsite visits
• Partners with Sales and Account Management

Your Qualifications and Skills

• Bachelor’s Degree or equivalent experience 
• 3 years of experience in a client-facing role with digital commerce or subscription billing services
• Technical savvy and analytical skills to assess and report on their process; recommending optimization strategies and solutions
• Demonstrated success in achieving retention and long-term partnerships with clients
• Strong negotiation skills to support and justify pricing structures across a complex mix of stakeholders
• Excellent communication and presentation skills to lead calls, gather requirements, present business cases and consult on recommended solutions and strategy
• Ability to travel domestically and internationally up to 10%

What we offer

We are offering a challenging and interesting opportunity with extensive responsibilities in a dynamic and fast growing company. Benefits include a generous 401(k) plan, flexible hours, health care, tax-free transit and more!

More about us

Founded in 2005, cleverbridge provides global subscription billing solutions that help companies build long-term customer relationships and grow recurring revenue streams. The core of our fast-growing technology company is our 300+ employees between offices in Cologne (Germany), Chicago, San Francisco, and Tokyo. Our diverse and talented workforce is passionate about our solutions and our clients’ success. We believe if you love what you do, you should love where you work. So we emphasize career progression, work-life balance, and a casual, contemporary work environment. We’ve been recognized for our workplace excellence, including being named a Great Place to Work in IT 2016, among other awards.