LightEdge Solutions is developing the IT solutions that will propel businesses forward over the next 10 years. Using a combination of shared and private/dedicated platforms, LightEdge has been successful in offering businesses alternatives that streamline operations, improve reliability and reduce costs.
If you are passionate about creating real solutions that help businesses with cutting-edge technology, want to be challenged to think out of the box and be in a position where you can impact change on a daily basis, then LightEdge can offer you a dynamic corporate environment built on teamwork and personal responsibility.
LightEdge Solutions is currently seeking a dynamic, experienced, and strategic leader to oversee our Client Experience team. As the Manager, Client Experience, you will lead a dedicated team of Client Experience Managers, driving exceptional client outcomes and ensuring a high-quality service experience for our key accounts. This role is pivotal in shaping and executing client experience strategies, fostering a client-centric culture, and overseeing the performance and development of your team to meet business goals.
LightEdge is a rapidly growing company in a fast-evolving industry, and as the Manager, Client Experience, you will leverage your leadership and client-focused experience to guide your team in delivering superior service, optimizing client relationships, and contributing to LightEdge’s growth and client retention initiatives. This position is ideal for someone with a passion for customer success and who thrives in a leadership role focused on team empowerment and client satisfaction.
Responsibilities:
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Lead and Mentor the Client Experience Team: Manage and guide a team of Client Experience Managers, fostering a culture of excellence, collaboration, and continuous improvement. Provide coaching, support, and performance evaluations to ensure team members achieve individual and collective goals.
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Manage the overall client contract renewal process: Lead the current team through the entire client renewal process, identifying any gaps in the process as well and helping design and deploy best practice improvements.
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Oversee Client Satisfaction and Retention: Ensure that the Client Experience Managers are actively monitoring and improving client satisfaction. Collaborate closely with clients to anticipate their needs, resolve concerns, and identify opportunities to strengthen the client relationship.
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Collaboration with Cross-Functional Teams: Work closely with other departments (Sales, Marketing, Operations) to ensure the delivery of a cohesive and high-quality client experience. Facilitate effective communication between teams to meet client needs efficiently.
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Drive Client Success and Business Growth: Identify opportunities for expansion and cross-selling within existing accounts, working with the sales teams to support revenue growth. Monitor account profitability, ensuring alignment between client needs and company offerings.
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Establish and Track Client Experience Metrics: Develop key performance indicators (KPIs) for your team to monitor client satisfaction, retention rates, and other relevant metrics. Regularly report on these KPIs to senior management.
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Process Improvement and Efficiency: Continuously evaluate and improve client experience processes, identifying areas for optimization and ensuring that best practices are being followed across the team.
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Technology Utilization: Leverage technology and tools to enhance client management practices, streamline team workflows, and stay ahead of industry trends to maintain a competitive edge in client service.
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Ensure Compliance and Ethical Standards: Maintain compliance with industry regulations and company policies while promoting ethical behavior within the team.
Education and Experience:
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Bachelor’s degree in Business, Marketing, or a related field.
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5+ years of experience in client experience, account management, or customer success, with at least 2 years in a leadership role.
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Experience managing a team of client-facing professionals, with a focus on mentoring and performance management.
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Strong understanding of cloud services and technology solutions, with the ability to translate technical concepts into client benefits.
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Proven track record in improving client satisfaction, retention, and overall client experience.
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Excellent leadership, communication, and interpersonal skills, with the ability to motivate, inspire, and guide a team.
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Ability to analyze client feedback and develop strategies to address concerns and enhance the client experience.
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Strong organizational and project management skills, with the ability to manage multiple priorities effectively
With over 20 years in business, LightEdge offers a full stack of best-in-class IT services delivering flexibility, security, and control. Our solutions include premier colocation across seven purpose-built data centers spanning Des Moines, IA, Kansas City, MO, Omaha, NE, Austin, TX, and Raleigh, NC, industry-leading private Infrastructure as a Service (IaaS) and cloud platforms, and the top global security and compliance measures. Our owned and operated facilities, integrated DR solutions, and premium compliant cloud choices make up a true Hybrid Cloud Solution Center. LightEdge annually undergoes third-party audits for ISO 20000-1, ISO 27001, HIPAA, PCI-DSS 3.2, and SSAE 18 SOC 1 Type II, SOC 2 Type II and SOC 3.
