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Client Experience Manager

Company: Aduro
Location: Redmond
Posted on: January 7, 2021

Job Description:

We are looking for a Client Experience Account Manager to create long-term, trusting relationships with our customers. This role will oversee a portfolio of customers and develop new business from existing clients. The Client Experience Account Manager is responsible for developing strong relationships with customers, connecting with key business executives and stakeholders, preparing renewals and reports, answering client queries and strategic guidance surrounding employee engagement. and may require occasional travel. In this role, you will liaise with cross-functional internal teams to improve the entire customer experience. If you are open to occasional travel, familiar with account management software, have an aptitude for client communication and understand consumer behavior, we'd like to meet you.
Who We Are
Aduro is a Human Performance company, existing at the intersection of well-being and performance. We unlock human potential in the workplace by providing expert coaching, interactive content, meaningful incentives and personalized insights in a fun, inspiring way. This helps to ignite cultures, create inclusivity, and build social connections that promote growth and flourishing of people in life and work.
Our client experience team works passionately to craft programs that most effectively marry the values and cultures of our clients with the power of Aduro's Human Performance approach. Our ultimate goal is a Trusted Relationship with every client with mutual access and buy-in from executives and decision makers at both Aduro and the client, open and candid communication focused on problem solving and improvement, and collaborative co-development of innovation and ideas.

Responsibilities


  • Develop new business with existing clients and/or identify areas of improvement to ensure satisfaction and retention
  • Serve as the lead point of contact for assigned customer account management matters
  • Build and maintain strong, long-lasting client relationships; develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors; provide relevant account management coaching which includes but is not limited to:

    • Facilitating client well-being initiatives and programs
    • Providing leadership, innovative ideas, problem-solving strategies
    • Ensure operational excellence by developing strategic account plans for assigned portfolio of clients which includes timely and successful delivery of solutions and renewals according to customer needs and objectives while enhancing business best practices
    • Ability to effectively communicate through conference calls, email communication, webinars, and onsite meetings
    • Continuously gather feedback and partner with internal teams (including Member Experience, Wellmetrics, Sales, Marketing and Product departments) to achieve high end-user engagement levels
    • Proactively work with internal and external Support teams to find resolution to client issues or concerns in a timely manner; inform relevant parties of status of resolution
    • Provide insight to an integrated approach across other areas of company, ensuring that client needs are communicated effectively across departments
    • Clearly communicate the process of monthly and quarterly initiatives to internal and external stakeholders; forecast and track key account metrics to ensure accountability and quality of service; prepare reports on account status
    • Work with Data & Reporting team to deliver launch, quarterly, and year-over-year reports to clients, highlighting wins and offering compelling recommendations for improvement
      Requirements

      • Proven work experience (5 - 7 years) and professional demeanor as an Account Manager, Key Account Manager, Sales Account Manager or relevant role
      • Substantial experience with CRM software (e.g. Salesforce) and MS Office Suite
      • Experience delivering client-focused solutions to customers
      • Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail and quality of work
      • Ability to work collaboratively within the Client Experience team, cross-departmentally throughout Aduro and with our client's teams
      • Demonstrable listening, negotiation, consultation, influence, and presentation abilities
      • Strong written and verbal communication skills
      • Excellent problem-solving skills; ability to learn quickly and adapt
      • BA/BS degree in Business Administration, Sales, relevant field or equivalent experience
        Benefits
        Aduro offers a comprehensive suite of benefits including medical, dental, vision, short- and long-term disability, 401k plans with company match, life insurance, student loan repayment support and discounted pet insurance. We also believe that work/life balance is important and have a flexible vacation policy for full time team members.

        Location. Our beautiful office is situated in the heart of Redmond's vibrant downtown retail district. Within blocks, you can grab coffee or pop into one of many restaurants around the corner. Our office was custom designed with an outdoor patio that gets plenty of use in the warmer months (including a Bocce ball court which we utilize during the summer for a company-wide tournament).
        Community. We are avid Zoom collaborators until we can be together again in our office space. Our community fosters collaboration, so be ready to converse and let ideas percolate! Aduro believes diversity is a necessary element to our success as a business. We are committed to building a community that represents and celebrates a variety of backgrounds, perspectives and skills; we want you to bring your verve!
        Food + Beverage. When we are in the office, our kitchen is stocked with delicious, healthy food and beverages to keep snack attacks and coffee cravings at bay. And when the afternoon calls for it, we have the makings for a fun-filled happy hour.
        We, at Aduro, LLC. pledge to ensure mutual respect and maintain that no job applicant or employee receives less favorable treatment on the grounds of gender, race, marital status, disability, age, gender orientation or religion. Aduro, Inc. values diversity in our team and is committed not only to our legal obligations, but also to the positive promotion of equality in all aspects of employment: Aduro, LLC. is an EEO employer.

Keywords: Aduro, Redmond , Client Experience Manager, Executive , Redmond, Washington

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