Client Growth Experience Leader
Aduro, United States
Job Description
Aduro is looking for a person who is obsessed with the customer experience, cross-functional teamwork, and helping companies break through the barriers to having an engaged, productive, and healthy workforce through a mix of data, technology, and personalized human touch. This person cares about the team, challenges them to the next level, provides direct feedback, and offers frequent recognition of their contributions and accomplishments. The ideal candidate possesses high personal awareness and emotional intelligence, is skilled at listening deeply, builds relationships across all parts and roles of an organization, expands the reach into existing client organizations and influences key stakeholders.
Responsibilities
- Responsible for defining, owning, and supporting the end-to-end customer experience
- Create a scalable and predicable service model, ensuring both customer and team member satisfaction and loyalty maintains and strengthens throughout
- Drive a retention and growth strategy throughout the entire Client Experience program
- Guide the overall success, strategic direction, and execution of Aduro’s client service model, as well as retain and grow existing relationships and adoption of additional services
- Coach, guide, and mentor our talented team of Client Experience leaders, Client and Partner Experience Managers, and Client Experience Associates in an environment of trust, transparency, and human development
- Determine ways to reduce costs, increase revenues, and improve overall company performance
- Lead team in implementing new customers and products, consulting and managing accounts, and securing renewals
- Develop a strong understanding of the customers business objectives and drive high-level strategic solutions needed to help bring out their full possibility
- Ensure team is well-versed in presenting best practices to customers, continually developing their market, innovation and expert knowledge
- Partner with marketing to develop new materials and content for client utilization and growth; presentations, best practices, roll-out plans, proposals, etc. - as needed for the team
- Provide coordination and when needed prioritization - of internal resources that interact with each customer
- Solve complex business challenges and manage the financial budget, customer service model, team structure, and hiring plans for the Customer Experience team
- Effectively address client satisfaction, renewal and escalation issues until resolved
- Build strong relationships with customers and internal partners, including senior leaders, brokers, consultants, and diverse internal stakeholders
- Communicate and advocate for customer needs, requests, and successes effectively across the organization
Requirements
- Minimum of 10 years of experience as a SaaS Client Services Leader
- Understands the health platform landscape alongside the broader commercial landscape and should be able to consider client and technology issues at a strategic level
- Proven success building and scaling a world-class strategic client program in a fast paced and rapidly expanding environment
- Strategic thinker and problem solver
- Proven ability for relationship building; including C-Suite
- Strong leadership experience managing a team of people
- Strong technical competency including Salesforce experience
- Human + data-driven approach to team amp; business strategy
- Experience in forecasting and budgeting
- Conscientious about timeliness of assignments and quality of work product
- Possess exceptional written and verbal communication skills, including ability to articulate recommendations in a concise and timely manner
- Strong project management skills, detail-oriented, highly organized and focused on work quality
- Ideally has experience within the wellness, healthcare, benefits or human capital market place
- Bachelor's degree
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