Client Experience Analyst

The Client Experience Specialist/Analyst will be responsible for the following:

• Provide service support and manage the processes for the Client Success Managers.
• Prioritize work based on the account needs and follow-up with internal stakeholders on action items in a timely manner
• Coordinate with Client Success Managers and other internal stakeholders to solve challenges in support of the organization requirements. (Billing Reconciliation as an example)
• Coordinate internally across Ensono with cross-functional teams such as Sales, Technical Operations, Solution Architecture, and Program/Project Management
• Track, analyze, and report on key client experience metrics (CSAT as an example)
• Create standardized SOPs/Process Maps/documents and update them regularly.
• Coordination and tracking of internal actions and deliverables

All Client Experience team members should possess extraordinary interpersonal and communication skills and be committed to demonstrating strong leadership within Ensono.

They need to be highly motivated, organized, and confident to interact with various levels of stakeholders across the company.

Each Client Experience team member should also be proficient in the following:

• Working with cross-functional activities
• Project management and measurement skills including excellent follow through and time management
• Showcasing strategic thinking and expertise by demonstrating superior writing capabilities and versatility
• Ability to grasp complex topics, understand broader business and policy context, and capability to translate background material into clear, accessible, and eloquent language
• Introducing new ideas and opportunities without instruction to do so
• Ability to create PowerPoint and Excel documents that tell a meaningful story through data

Additional qualifications would include but not be limited to:

• 5+ years of experience or more in client focused roles such as client services, consulting, vendor operations, or Business Operations
• Experience in the MS-Suite of tools with advanced Excel
• Experience with Data Analytics