Supervisor, Client Experience Team

Description

As a Client Success Supervisor, you will be responsible for overseeing and improving the overall client experience within the organization. You will lead a team of client success team members, ensuring they provide excellent service to clients at all touchpoints. Your role involves implementing strategies to enhance client satisfaction, resolving escalated issues, training, and collaborating with other departments to optimize the client experience.

Responsibilities:

• Team Leadership: Lead and motivate a client success team, providing guidance, training, and coaching to ensure they deliver exceptional service
• Client Satisfaction: Monitor and assess client satisfaction levels through surveys, feedback mechanisms, and performance metrics. Develop strategies to address areas for improvement and enhance overall satisfaction
• Issue Resolution: Handle escalated client issues and complaints, resolving them in a timely and satisfactory manner. Act as a point of contact for complex or high-profile clients
• Process Improvement: Identify opportunities to streamline processes and enhance efficiency in client interactions. Work closely with cross-functional teams to implement improvements and optimize the client experience
• Quality Assurance: Conduct regular quality assurance reviews of client interactions to ensure adherence to company policies, procedures, and service standards. Provide feedback and implement corrective actions as necessary
• Training and Development: Develop and deliver training programs for client success team to enhance their skills in communication, problem-solving, and relationship management
• Performance Management: Work with leadership team to set performance goals and objectives for the client success team, tracking progress and providing regular feedback. Recognize top performers and address performance issues as needed
• Relationship Management: Cultivate strong relationships with key clients, acting as a trusted Anderson point of contact and advocate for their needs within the organization. Collaborate with cross-functional departments to align strategies and initiatives
• Data Analysis: Utilize data and analytics to gain insights into client behavior, preferences, and trends. Use this information to inform decision-making and drive continuous improvement efforts
• Compliance: Ensure compliance related to client interactions, data privacy, and confidentiality

Requirements:

• Bachelor's degree required
• Proven experience in a client experience role, account management and at least 4 years in a supervisory or leadership capacity
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders
• A client-centric mindset and approach to delivering exceptional service.  Ability to establish rapport with clients and build strong relationships with our clients in a professional and confident manner
• Team player mentality, synergize with cross-functional teams to achieve shared goals
• Ability to develop new processes and strategies to increase client satisfaction
• Strong time management, problem-solving and decision-making abilities, with a focus on delivering innovative solutions to enhance the client experience.  Conflict resolution knowledge with the ability to coach team members in these areas
• Proficiency in CRM software, contact center technology, and other relevant tools for managing client interactions
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

Preferred Qualifications:

• Sales experience 
• Proficiency with G Suites and Salesforce CRM
• Knowledge of industry best practices and trends in client experience management
• Experience working in real estate and other investor types
• Knowledge of entities, state renewals, and administrative compliance
• Knowledge surrounding Personal and Business Tax due dates and Tax Compliance

Qualifications

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 4 years in a row!

Anderson Business Advisors is an award-winning workplace -- voted Top Places to Work in 2020, 2021, 2022, and 2023 by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 7 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment. Anderson is an equal opportunity employer, committed to diversity and inclusion as defined by the EEOC.