Client Experience Manager

Position Type: Client Experience Manager
Reports To: Director of Client Experience
Location: Halifax, NS or US (Mobile)

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Over The Edge is a special events company that provides signature events for non-profit organizations throughout the United States, Canada, UK and Ireland. Participants raise donations for a non-profit in exchange for the once-in-a-lifetime opportunity to rappel Over The Edge of a local high-rise building. We are a fast-paced, hardworking team of professionals dedicated to providing top-notch service and an overall positive experience to our clients.

Client Experience Manager Job Description / Overview:

Provide exceptional customer service and act as a key resource to our clients throughout their event planning and fundraising process. To be the lead on OTE’s information sources for all clients by providing best practices, samples, experiences, and logistical support to the client, OTE techs and building reps. All while ensuring deadlines/milestones are met and information is received and/or distributed as required.

Core Functions & Job Duties:

  • Works with the Director of Client Experience to ensure the attainment of client goals and needs are met
  • Responsible for own performance, growth and meeting established targets, while continuously improves knowledge of our event
  • Provides timely feedback to management regarding performance
  • Adheres to all company policies, procedures and business ethics codes
  • Serves as the main contact on information and support for Not-for-Profit clients and building representatives
  • Coaches clients through the event planning process by serving as an expert on all event logistics, fundraising techniques and best practices of OTE events
  • Assists clients with and keeps them on track and target with their goals
  • Coordinates event details with clients with focus on event logistics and fundraising support
  • Collaborates with client contacts, up to and including senior level executives, in order to define needs and provide solutions
  • Staffs OTE Chat Line during assigned shifts and manages inquiries during this time
  • Supports clients during Chat Line shifts through monitoring the Client Experience email account and sharing best practices and fundraising tools
  • Works one-on-one with assigned clients to set up scheduled check ins via phone
  • Monitors and collects Social Media information
  • Presents monthly webinars to clients on relevant/key topics
  • CRM database management (Salesforce)
  • Monitors and tracks client milestones, revenue, and statistics
  • Identifies when client is struggling and provides solutions
  • Ensures overall client satisfaction and retention
  • Documents all client communication, event details, milestones, and updates in Sales Force
  • Prepares, reviews and distributes all event documentation to the client, building, and technical team
  • Coordinates call with event Site Safety Supervisor, client, and building rep to review event details and document comments/details expressed by technical team during the call
  • Review client resources and documents annually and update when necessary
  • Lead/Assist weekly meetings with the Client Experience Team
  • Prepares agendas, presentations, reports and other team support as required
  • Hosts and/or joins technical calls with staff when necessary
  • Supports Special Projects as needed

Qualifications & Experience:

  • University or College Degree or equivalent job experience
  • Minimum 3-5 years of related field work (Customer Service/Fundraising/Events/Non Profit)
  •  Ability to effectively communicate key information to all audiences at all levels of management
  • Skilled at assessing client needs, developing proposals and delivering solutions
  • Ability to autonomously make decisions and be accountable.
  • Strong problem identification and resolution skills.
  • Marketing knowledge
  • Exceptional time management and organizational skills
  • Ability to work under tight deadlines and work effectively
  • Ability to manage multiple clients simultaneously
  • Ability to adapt to changing job requirements
  • Ability to find creative solutions to client issues in a timely manner
  • Excellent communication skills; both verbally and in writing
  • Valid passport

Qualifications & Experience Considered an Asset:

  • Salesforce and SharePoint experience
  • Work in a virtual environment with an international team
  • Technology savvy
  • Social media awareness and knowledge

Working Conditions:

  • Office Hours: Monday – Friday 8:30am – 5:00 p.m. (Halifax)
  • Some travel required
  • Must maintain a professional demeanor in all situations and be able to withhold confidential information
  • Health and pension benefits, flexible hours, flex days, causal yet professional/work environment

How to Apply

Applications may be submitted by email no later than September 1, 2018 to:
Attention HR Department: Email: rosshni@overtheedgeusa.com