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At Valet Living, we don’t just provide essential services—we build careers, create opportunities, and cultivate a culture of excellence. As part of our team, you’ll experience a workplace where leadership is about service, growth is the norm, and every detail matters.
Client Experience Manager
Location
United States
Posted
25 days ago
Salary
$90K - $110K / year
Seniority
Lead
No structured requirement data.
Job Description
Client Experience Manager
Valet Living
Role Description At Valet Living, strong client experience drives retention, growth, and long-term partnerships. As a Client Experience Manager, you will lead how we support, retain, and grow our client base through responsive service and proactive engagement. Reporting to the Vice President, Standards & Experience, this role partners closely with Sales and Operations to improve client satisfaction, retention, and issue resolution across a large, multi-market portfolio. You will lead and develop a team of Inside Account Executives managing books of business across 500+ communities, driving consistent execution, strong communication, and effective problem resolution. Compensation & Work Environment Details - Salary Range: $90,000 - $110,000 - Bonus: 10% of annual salary - Work Environment: US - Remote - Travel: 20% What You’ll Do - Lead & Develop the Team: - Manage and coach Inside Account Executives, setting clear expectations and driving performance. - Drive Retention Strategy: - Improve responsiveness, issue resolution, and client communication to strengthen retention. - Reduce Client Churn: - Address client concerns quickly and effectively to minimize cancellations. - Elevate Client Experience: - Build a culture focused on proactive support and efficient problem-solving. - Prioritize & Execute: - Ensure the team focuses on high-impact issues and manages competing priorities effectively. - Coach Client Communication: - Guide the team in handling complex situations, de-escalating issues, and delivering solutions. - Partner Cross-Functionally: - Work with Sales, Operations, and key stakeholders to resolve issues and improve processes. - Use Data to Drive Decisions: - Analyze trends and performance to improve resolution effectiveness and retention outcomes. - Improve Processes: - Identify gaps and implement solutions that improve efficiency and workflows. - Hire & Develop Talent: - Recruit, onboard, and train team members to build a high-performing team. - Monitor Trends & Performance: - Track market dynamics, cancellations, and retention trends. - Track & Improve KPIs: - Monitor churn, renewal rates, and customer lifetime value to drive continuous improvement. - Support Business Initiatives: - Partner on pricing and product strategies that impact the client experience. Qualifications - Bachelor’s degree in Business, Marketing, or a related field, with 5+ years of experience leading sales and/or customer support teams in high-volume, multi-location environments. - Proven success in customer retention, account management, or similar roles, with the ability to improve client satisfaction and reduce churn. - Experience leading teams across multiple markets or geographies in a remote or distributed environment. - Ability to develop and execute strategies that enhance the client experience and drive long-term value. - Experience leveraging CRM platforms and data to evaluate performance and inform decisions. - Ability to engage effectively with clients, team members, and cross-functional stakeholders. - Ability to navigate complex challenges with a solution-oriented mindset and strong attention to detail. - Focus on improving workflows, driving efficiency, and enhancing team performance. - Ability to manage competing priorities and execute effectively in a fast-paced environment. Benefits - Health Benefits: - Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts. - Flexible Time Off: - No preset accruals - manage your time and work-life balance your way, plus 10 company-paid holidays. - Financial Security: - 401k with company match, life and disability insurance, AD&D, and business travel coverage. - Professional Development: - Tuition reimbursement up to $5,250 per year and access to our online education center. - Additional Perks: - Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs.
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