Client Experience Manager at Ensono

| Chicago | Remote
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Serving as the primary lead for creating exceptional experiences for Ensono's clients, the Client Experience Senior Director will be responsible for the following:• Improving the overall Customer Experience for Ensono, focusing on client analytics, client reporting, onboarding, creating differentiating experiences for our clients and designing our conversations to be more consultative and outcome focused• Supporting the Client Success organization by developing Client Success team deliverables/templates designed to create more consultative conversations with clients, onboarding materials, playbook development, enablement and training to help the Client Success team be more consultative• Leading the planning and execution of our Client Advisory Board, an annual, interactive event to engage and gain input from our most strategic clients• Prioritizing and leading Customer Experience improvement initiatives across Ensono• Implementing customer advocacy (e.g. referenceability programs, customer satisfaction measurements, community engagement, etc.)• Improving client reporting to build automated solutions and real-time client analytics that improve decision making• Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)• Monitor KPIs and performance bottlenecks across Customer Experience teams• Own roadmap of systems and tools to support Customer Experience teams including Customer Success, Services, Support• Manage expectations for operational systems (i.e., Salesforce, Gainsight, etc.)
Additional requirements would include but not be limited to:• 7+ year relevant experience in Client Experience, management consulting & strategy, or business operations in a technology company, or a similar background• 5+ years of experience managing teams in dynamic, entrepreneurial enterprise software companies - mature start-up's or companies who've scaled during you tenure are ideal• Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models• Strong leadership skills and a drive to make a large impact on the company and the customers• Passionate and creative leader with a proven track record in leading and motivating cross-functional teams• Ability to drive change management; guide the team with confidence and empathy through a fast-paced, changing environment• Passion for data, analytics, and process: ability and desire to dive into data to understand metrics and continuously refine & improve our company strategy and performance - you should be doing this hands on• BA or BS degree or equivalent experience is required; an MBA preferred
JR006830
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Technology we use

  • Engineering
    • C#Languages
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    • JavaLanguages
    • JavascriptLanguages
    • RLanguages
    • SqlLanguages
    • AzureLanguages
    • AWSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • AWSFrameworks

Location

Our HQ is 22 miles from the Loop; near Belmont station, BNSF line. Plenty of places to eat & shop! 2nd office is in downtown Chicago on Madison Ave.

An Insider's view of Ensono

What’s the vibe like in the office?

I find the culture to be very open and collaborative. One can be on a call with a customer and ask your technical resource across from you a specific question or run into our CEO in the hallway while grabbing a cup of coffee. We allow feedback to be given and changes to be heard. Leadership constantly finds ways to make it an exciting workplace

Bailey Cahill

Senior Manager - Partner & Alliances

What does your typical day look like?

A typical day in our Full Stack DevOps world is collaborative, affords room for creative problem-solving, offers unique opportunities and challenges. Our work involves using cloud technologies to solve application’s needs, research datalake technologies and architect to process large amounts of performance data. We also lay 6 man variation of ping

Jake Frazier-Flores

Software Engineer

What are Ensono Perks + Benefits

Ensono Benefits Overview

Benefits include - generous maternity and paternity leave, generous paid days off and company paid holidays. Sabbatical, adoption, compassion and bereavement leave days, adoption assistance and flexible spending account. Healthcare and 401K eligibility on 1st day of work. Paid volunteer days.

Wellness programs - designed to help us be our best! Fitness week, Virgin Pulse® platform, wellness plans for credits and discounts on medical plan contributions.

Fun ergonomic workplace - free snacks, onsite gym & trainer, yoga classes, Beer O'Clock days.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Beer O' Cart every month!
Casual Dress
Game Room
Stocked Kitchen
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Onsite gym available!
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within

Additional Perks + Benefits

15 options for coffee and chocolate drinks (its a coffee machine with an IP address after all!) Also, Starbucks machine with chai latte counts, right? And then after the free snacks and all the hot chocolate - get some steps in while checking your emails in our fitness center. We have associate discounts on various products and services locally and nationally.

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