Client Success & Experience Manager

• Team Leadership & Mentorship: Actively coach, train, and mentor junior team members on client satisfaction strategies. Lead by example to teach the team how to preemptively address client concerns and consistently delight high-net-worth families. • High-Touch Relationship Management: Serve as the senior point of contact and escalation pathway for complex client accounts, ensuring premium service delivery that aligns with our company's high standards. • Process Optimization & Strategy: Audit and refine current client experience workflows. Transition the support division from reactive troubleshooting to proactive, high-value client engagement. • Cross-Functional Collaboration: Partner closely with our Consultants, Editors, and Student Managers to align support workflows with academic timelines and delivery milestones. • Quality Assurance: Establish performance standards, communication guidelines, and quality benchmarks for all client interactions, ensuring absolute professionalism in every email, call, and message. • Feedback Loops: Synthesize client feedback to provide actionable insights to executive leadership, driving continuous improvement in our service delivery.