Director of Client Experience

Director of Client Experience The Nagler Group•3.6 Manchester, NH Job Details $90,000•$105,000 a year 6 hours ago Qualifications Bachelor's degree Data analytics CRM system proficiency Full Job Description

DIRECTOR OF CLIENT EXPERIENCE

Manchester, NH | $90,000•$105,000 DOE A leading employer in the Manchester, NH area is seeking a Director of Client Experience to drive customer satisfaction, retention, and operational excellence across all client touchpoints. This is a high-impact leadership role responsible for developing and executing client experience strategies, leading cross-functional teams, and ensuring seamless service delivery that exceeds expectations.

Key Responsibilities:

Lead and develop the client experience strategy, ensuring alignment with organizational goals and driving continuous improvement initiatives Oversee day-to-day client interactions, issue resolution, and escalation management to maintain high satisfaction and retention rates Manage and mentor a client-facing team, fostering a culture of accountability, collaboration, and customer-centricity Partner with Sales, Operations, Product, and Marketing to ensure client feedback informs business decisions and service enhancements Develop and monitor KPIs, client satisfaction metrics, NPS scores, and retention analytics to measure program effectiveness Design and implement client onboarding, success programs, and relationship management frameworks Identify trends, pain points, and opportunities through data analysis and direct client engagement Serve as a strategic partner to senior leadership, presenting insights and recommendations on client experience improvements Build scalable processes, tools, and systems to support business growth while maintaining exceptional service quality

Qualifications:

Bachelor's degree in Business, Marketing, Communications, or related field (MBA preferred) 7+ years of experience in client experience, customer success, account management, or related leadership roles Proven track record managing teams and driving measurable improvements in client satisfaction and retention Strong analytical skills with experience using CRM platforms, client success tools, and data analytics to inform strategy Excellent communication, relationship-building, and problem-solving skills Ability to thrive in a fast-paced, dynamic environment and manage competing priorities Experience in professional services, SaaS, healthcare, financial services, or B2B environments strongly preferred

What's Offered:

Competitive salary: $90,000•$105,000 depending on experience Comprehensive benefits package Opportunity to shape client experience strategy and make a measurable business impact Collaborative, growth-oriented work environment in

Manchester, NH To Apply:

Submit your resume in Word format to Jeannie Halsey at TNG123 #LI-JH1