Client Experience Generalist

and those authorized to work in the U.S. can be considered as W2 candidates. Job Title: Client Experience GeneralistStart/End Dates: 4/5/2021 - 4/4/2022Location: Austin TXDescriptionClient mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we''re building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we''re creating new products or helping a small business expand its reach, people at Client are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we''re just getting started.We are looking for a Client Experience Generalist to join our NA Business Planning and Operations (BP&O) Small Business Group team. The mission of our team is to ensure we deliver holistic and impactful customer experience, ensuring small businesses globally maximize their growth potential when engaging with our programs. You should be someone who is passionate about delivering superior customer experience, a person who thinks and acts globally but understands the importance of market nuance and a desire to serve our small businesses.The ideal candidate will require a high level of empathy for small business owners, understanding of sales structure, an ability to execute in a dynamic environment, and a passion for helping others achieve results. You will be able to demonstrate high levels of enthusiasm, motivation and dedication and an ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and our outsourcing partners.Responsibilities:Coordinate and manage voice of the customer call listening process by enabling internal and external stakeholders with required data sources Leverage internal tools to aggregate data from multiple sources and track macro trends specific to critical customer experience metrics (Customer Satisfaction, Quality Assurance, Natural Language Processing search terms, etc.) Monitor company updates related to key business initiatives that impact client experiences Provide benchmarking studies and objective auditing via global independent quality initiatives Develop strong understanding of Client priorities and subsequent stakeholder impacts Document gaps in Client Experience (CX) data / reporting and provide recommendations to the team Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions Ensure all changes are properly documented, follow the change management process and are communicated to all stakeholders Triage and quantify impact of incoming requests to relevant stakeholders, considering defined CX priorities and best practices Ensure issues are escalated and resolved within established timelinesSkills3+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.Task-triaging experience preferredProcess and detail-oriented execution style Critical thinker and resourceful problem-solver Comfortable with ambiguity and thrives in a fast-paced, dynamic environment Receptive to open feedback Strong desire to collaborate, share, drive best practices cross-functionally and globally Attention to detail and ability to deep dive, identify root causes of issues; further execute solutions once identified.Fluency in English, both oral and writtenEducationBachelor''s Degree preferred