Client Experience Manager

Why Black & Veatch

Black & Veatch allows you to lend your talent and perspective to humanity’s biggest challenges in a flexible environment where you are empowered to grow and explore new possibilities. We offer competitive compensation; 401K match and benefits that start day 1. 

Our hybrid environment allows you to balance your work and personal life. At Black & Veatch, you own your career with purpose and meaning. You are empowered to grow and explore new possibilities at every step of your career journey. Bring your big ideas knowing you are safe to be who you are and speak up with concerns or questions and put your diverse talents and perspectives to use.

The Opportunity

As a member of the Enterprise Strategy team, you will be responsible for developing procedures to capture Voice of Client and other account feedback mechanisms that enable ongoing measurement and improvement of client satisfaction and loyalty. You will manage processes and tools and leverage data analytics to generate actionable insights to inform cross-functional leadership on trends in relationship management and client engagement levels. Position reports into Strategic Client Programs leader in the Enterprise Evolution team.

Key Responsibilities

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• Develop and Implement Voice of Client Processes.
• Establish the methods and procedures to capture the Voice of the Client (VoC) through Customer Satisfaction (CSAT) surveys, client briefings, focused interviews, and BV curated events; develop survey and communication templates and define reporting requirements; work with third-party resources to instill best practices on measurement and reporting. 
• Interpret Client Feedback Results. Use data analytics from VoC capture, feedback from client experience and industry events, and internal briefings to translate findings into key trends, insights, and opportunities for improving client loyalty; work with peers in marketing to align and drive metrics on impact on account-based marketing and other client outreach campaigns. 
• Report Customer Experience (CE) Metrics. Contribute to the development of solution- and account-specific dashboards that track client experience metrics (Net Promotor Score, CSAT); regularly report on results; and set customized benchmarks for different segments and/or solutions based on client expectations; support development of Client Engagement index in collaboration with Marketing and the Strategic Account Program. 
• Develop Corrective Action Plans. Work with Operations, Sales, and Quality to ensure realistic corrective actions are executed and communicated to the client; facilitate process to incorporate VoC feedback into Salesforce and Account Planning tools. 
• Streamline Feedback Tools and Platforms. Work with Enterprise Evolution and D&IT on two initiatives a) the integration of Qualtrics with Salesforce for automating the CSAT survey process; and b) the activation of case management module within Salesforce to improve corrective action and follow-up; regularly update tools and troubleshoot feedback. 
• Support Client Experience Committee (CXC) initiatives. Contribute to initiatives to advance the Client-led Innovation and Strategic Account Program; routinely be a partner to Enterprise Evolution team members by supporting execution and communication of on-going and future CXC initiatives.  

Preferred Qualifications

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• Able to translate concepts into process design and business requirements 
• 5-10 years of experience in sales, marketing, project management or related client-centric role 
• Highly analytical and adept at processing data to baseline and track progress and trends 
• Proficiency with core applications, eg. Salesforce, PowerBI desired 
• Able to forge relationships with directors, managers, and other internal stakeholders. 
• Able to meet deadlines and be flexible to multiple demands and shifting priorities 

Minimum Qualifications

• Bachelor's Degree in related field required.
• 5 years related experience 
• All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Work Environment/Physical Demands

• Typical office environment/hybrid 3 days and remote 2 days. 

Competencies

Salary Plan

Job Grade