Senior Manager, Strategic Communications and Operations - Client Experience Team

About the position

The position at EisnerAmper involves creating and managing the firm's client experience communications and operations strategy. The role focuses on leading client-facing projects and solutions, designing strategic communications plans, and supporting client satisfaction initiatives across various business lines and operations teams. The individual will work closely with firm leadership to enhance client satisfaction and ensure effective communication strategies are in place.

Responsibilities

• Create and execute a strategic communications plan for Client Experience that aligns with the firm's business goals and brand voice.

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• Lead and support client satisfaction strategy through feedback programs, including surveys and metrics.

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• Deliver a client satisfaction program that reports findings and ensures follow-through for clients.

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• Advise firm leadership on the impact of client satisfaction on business strategy.

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• Position as the strategic client satisfaction and communications expert, adding value through strategic communications and presentations.

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• Manage and evaluate the effectiveness of CX initiatives through client feedback in coordination with CX leadership.

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• Lead CX communications, operations, and feedback processes for projects and initiatives affecting clients.

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• Collaborate with Marketing, Technology, and Operations teams to ensure consistency in client communications.

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• Manage client communications for technology or solutions rollouts to enhance client satisfaction and retention.

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• Provide regular feedback to senior management on client performance and project opportunities.

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• Lead special projects within the Client Experience domain that support strategic goals.

Requirements

• Bachelor's degree in Communications, Marketing, Business Administration, or a related field; MBA preferred.

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• Minimum of 10 years of experience in strategy, business operations, marketing, business development, or client experience, preferably in a professional service or B2B environment.

Nice-to-haves

• Adaptability in high-pressure environments with a flexible approach.

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• Creative and critical thinking skills with attention to detail.

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• Deep understanding of client satisfaction and strategic planning.

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• Strong analytical capabilities to transform data into insights.

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• Outstanding written and verbal communication skills.

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• Proven track record in change and project management initiatives.

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• Exceptional teamwork and leadership skills.

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• Proficiency in project management and multitasking.

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• Expertise in client feedback mechanisms and enhancement programs.

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• Technical proficiency in Microsoft Office, analytics tools, and CRM software; familiarity with HubSpot, Qualtrics, and PowerBI preferred.

Benefits

• Flexible work-life balance

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• Diversity, Equity, & Inclusion initiatives

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• Employee Resource Groups (ERGs)

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• Recognition as a top workplace

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• Opportunities for professional development

Qualifications

• Minimum of 10 years of experience in strategy, business operations, marketing, business development, or client experience, preferably in a professional service or B2B environment
• Adaptability in high-pressure environments with a flexible approach
• Creative and critical thinking skills with attention to detail
• Deep understanding of client satisfaction and strategic planning
• Strong analytical capabilities to transform data into insights
• Outstanding written and verbal communication skills
• Proven track record in change and project management initiatives
• Exceptional teamwork and leadership skills
• Proficiency in project management and multitasking
• Expertise in client feedback mechanisms and enhancement programs

Benefits

• Flexible work-life balance
• Diversity, Equity, & Inclusion initiatives
• Employee Resource Groups (ERGs)
• Recognition as a top workplace
• Opportunities for professional development

Responsibilities

• The position at EisnerAmper involves creating and managing the firm's client experience communications and operations strategy
• The role focuses on leading client-facing projects and solutions, designing strategic communications plans, and supporting client satisfaction initiatives across various business lines and operations teams
• The individual will work closely with firm leadership to enhance client satisfaction and ensure effective communication strategies are in place
• Create and execute a strategic communications plan for Client Experience that aligns with the firm's business goals and brand voice
• Lead and support client satisfaction strategy through feedback programs, including surveys and metrics
• Deliver a client satisfaction program that reports findings and ensures follow-through for clients
• Advise firm leadership on the impact of client satisfaction on business strategy
• Position as the strategic client satisfaction and communications expert, adding value through strategic communications and presentations
• Manage and evaluate the effectiveness of CX initiatives through client feedback in coordination with CX leadership
• Lead CX communications, operations, and feedback processes for projects and initiatives affecting clients
• Collaborate with Marketing, Technology, and Operations teams to ensure consistency in client communications
• Manage client communications for technology or solutions rollouts to enhance client satisfaction and retention
• Provide regular feedback to senior management on client performance and project opportunities
• Lead special projects within the Client Experience domain that support strategic goals