JOB TITLE: Voice of Client / NBS Snr Subject Matter Expert

 

DEPARTMENT: New Business Solutions Operations ESI

REPORTS TO: Snr. Director NBS Operations

 

 

JOB PURPOSE:

 

Reporting to the Snr. Director Operations for New Business Solutions ESI (NBS ESI), this role will be  responsible for capturing, analyzing, and acting upon client and business feedback to enhance product offerings and improve client satisfaction. This role serves as a liaison between clients and internal teams, ensuring that client and internal operational needs are prioritized in product development and service delivery.

 

KEY RESPONSABILITIES:

 

Client Feedback Management:

Collect and centralize client feedback through various channels (surveys, calls, webinars). Maintain a comprehensive list of enhancement requests and track their status.

Collaboration:

Work closely with product teams to communicate client needs and ensure alignment on enhancement priorities. Engage with client-facing associates to educate them on product features and updates.

Issue Escalation:

Identify and escalate critical client issues to leadership for timely resolution. Monitor the lifecycle of enhancement requests and provide regular updates to stakeholders.

Reporting and Analysis:

Generate reports on client feedback trends and enhancement request statuses. Conduct regular reviews with leadership to discuss insights and recommendations.

Client Engagement:

Host webinars and training sessions to share best practices and gather additional feedback. Build strong relationships with clients to foster trust and open communication.

 

EDUCATION and EXPERIENCE:

 

Education:

Bachelor’s degree or equivalent experience.

 Experience:

+5 years of experience in client relations, Implementation and/or Service Operations, product management preferable in HCM and Marketplace Proven track record of managing client feedback and driving product improvements. Solutions

 

Skills:

Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Knowledgeable on our HCM solutions &/or Marketplace Proficiency

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