Client Experience Manager
Exela Technologies
Detroit, MI
03.2025 - Current
- Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issues.
- Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.
- Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.
- Address service issues, concerns, and complaints raised by clients in a timely and effective manner.
- Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.
- Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress toward service delivery goals.
- Implement measures to address any deviations or areas for improvement.
- Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.
- Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.
- Collaborate with sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.
- Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.
