Senior Client Experience Manager (Enterprise Clients)

Be part of a highly passionate and expanding global team ensuring delivery of great client experiences across all touch points of our clients' journey.

Opportunity to:

• Join a passionate and expanding Global Client Experience team.
• Make a difference by helping Pitney Bowes be a leader in Client Experience throughout the world
• Be responsible for ensuring delivery of great client experiences for large enterprise clients

If this describes you, then apply now

Pitney Bowes provides technology solutions for small, mid-size and large firms that help them connect with customers to build loyalty and grow revenue. Many of the company's solutions are delivered on open platforms to best organize, analyze and apply both public and proprietary data to two-way customer communications. Pitney Bowes includes direct mail, transactional mail and call center communications in its solution mix along with digital channel messaging for the Web, email and mobile applications. For more information, please visit us on the web at http://www.pb.com/ .

Position Summary

Reporting to the Director, Client Experience, the position will be responsible for delivering the Client Experience strategy and objectives for large enterprise clients through the improvement and creation of processes that support a seamless end to end Client Experience (ordering, installation and training support, post-install support, day to day usage, etc.).



The position will work in close alignment with a number of functions globally, providing direction through analysis of Client Insight, and supporting the development and execution of end-to end Client Experience plans that deliver measurable improvements in customer satisfaction/loyalty and supports brand objectives.



In addition, the role will be responsible for supporting particular geographical regions in the delivery of the Client Experience message and strategy. This position requires a unique blend of relationship management and influencing skills, creativity, and analytical thinking, a sound understanding of the Client Experience and business process. It also requires strong project management capabilities and a demonstrated ability to work independently.

The manager must be able to identify closely with the business interests and objectives of the functions and it is essential that integrated and close working relationship are established and maintained, to achieve the overall business goals as part of the Client Experience Strategy.

This position is located in Danbury, CT with the potential to work remotely 50% of the time.

Responsibilities

• Managing one direct report be responsible for delivering the Client Experience strategy and objectives for Enterprise clients.
• Work in close collaboration with internal teams to identify and prioritizes customer experience projects.
• Develop and maintain an improvement plan roadmap spanning the entire end-to-end Client Experience engaging with multiple functions.
• Be accountable for the successful end-to-end project management and delivery of customer experience projects.
• Improve and create processes that support a seamless end-to-end Client Experience (ordering, installation and training support, post-install support, day to day usage) and deliver measurable improvements to Client Experience.
• Use research, insight and business information to generate initiatives that will elevate our clients' experience.
• Champion the client through all client journeys and ensure processes, actions and messages align with the client experience strategy
• Create communications/messages, where appropriate, in order to broaden and improve awareness of the Client Experience Strategy and VoC feedback.
• Work with internal teams to develop employee and business based Voice of Client metrics which enable leaders to consistently measure and monitor delivery of Client Experience goals.
• Assist with Client Experience activities.

All interested individuals must apply online. Pitney Bowes is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace. Women, Minorities, Individuals with Disabilities and Veterans are encouraged to apply.

Pasted from https://pb.taleo.net/enterprise/enterprise/flex.jsf?lang=en

Qualification

Requirements

• 5-7 years minimum experience in sales/marketing or Customer Operations

• Certified Six Sigma Black Belt and/or Certified Project Management Professional

• Change management training and experience (demonstrated ability to influence without authority)

• Excellent business focus and commercial understanding

• Well-developed understanding of sales processes, customer communications, call center, and supply chain processes

• Can demonstrate strong development, influencing, and leadership skills

• Demonstrates the ability to build effective strong working relationships

• Can demonstrate drive, energy, and enthusiasm

• Is able to work to deadlines and under pressure

• Demonstrates excellent communication and presentation skills

• Has a strong concern for order and quality

• Possesses sound planning and organizing skills
• Demonstrated expert-user of PowerPoint
• Has strong analytical skills

• Second language a plus

• Ability to convey statistical results to non-statistical people a plus

• Understanding of research principles preferred

To learn more about Pitney Bowes and the many other opportunities available, please visit www.pb.com/careers .