Client Experience Manager

Role DescriptionThis is a full-time, hybrid role for a Client Experience Manager. The Client Experience Manager (CEM) is responsible for the strategic oversight and management of client relationships, with a focus on retention, growth, and the alignment of TOG’s internal departments to exceed client expectations. The CEM will drive innovation, expansion efforts, and long-term partnerships by leveraging our internal performance management strategies to track and measure account health and performance. This role acts as the primary liaison between the client and TOG, ensuring all client communications, vendor comparisons, and performance negotiations are handled strategically to strengthen the partnership. Main ResponsibilitiesManage relationships with high-value clients to drive retention, satisfaction, and account growth.Identify opportunities to expand accounts through upselling, cross-selling, and new services or technologies.Serve as the primary client advocate, ensuring internal teams align with client expectations and contractual commitments.Conduct regular reviews of Statements of Work (SOWs), Master Service Agreements (MSAs), and performance metrics to ensure compliance and service quality.Lead strategic client communications, including business reviews, performance discussions, and solution presentations.Monitor client performance using Balanced Scorecards and analytics to support continuous improvement and revenue growth.Collaborate with Operations, WFM, QA, Training, Business Intelligence, and Talent Acquisition to support client programs and alignment.Support the implementation of new client programs and ensure smooth transitions into operational delivery.Oversee strategic account management activities, including KPI negotiations and performance management.QualificationsBachelor’s degree in Business Administration, Management, or a related field (or equivalent experience) is a plus.2+ years of experience as Client Success Manager, Operations Manager, Senior Supervisor, or similar experience.Experience managing large or high-value client accounts in a contact center or BPO environment.Strong communication and relationship management skills with the ability to engage senior stakeholders.Experience working with performance metrics, KPIs, and data to drive business decisions.Strong Data Analysis, Strategic Thinking, and Performance Storytelling skills.Proven experience in Cross Functional Leadership & Influence.Capacity to influence performance through operations management.Experience in communicating impact and performance to Clients at a high-level.