Manager, Client Experience

Responsibilities

• Drive the day-to-day execution of Aprio’s client experience strategy, translating firm-wide priorities into actionable programs and measurable outcomes.
• Manage select CX initiatives from scoping through delivery, ensuring timelines, stakeholder alignment, and quality standards are met.
• Identify friction points across the client journey, propose improvements backed by data and client insight, and lead, execute, or influence the delivery of those improvements.
• Support the design and management of client feedback mechanisms, including surveys, listening sessions, and structured touchpoints.
• Analyze VoC data to surface trends, risks, and opportunities; translate findings into clear recommendations for leadership and practice teams.
• Create, maintain, and evolve client journey maps to reflect real-time insights and changing service delivery models.
• Serve as a central coordinator for client issue escalations — triaging concerns, mobilizing the right internal resources, and ensuring timely, consistent resolution.
• Own client-facing communications during service recovery situations, ensuring responses are empathetic, clear, and aligned with firm standards.
• Develop and maintain issue management playbooks that equip client-facing teams to handle common scenarios efficiently and confidently.
• Identify patterns in recurring issues and lead process improvement efforts — including workflow automation — to reduce friction and resolution time.
• Partner with operational and technology teams to build scalable, repeatable systems that continuously raise the bar for how Aprio responds when clients need us most.
• Partner closely with Go-to-Market and Growth/Marketing teams to align CX initiatives with business development, client communications, and brand positioning.
• Serve as a day-to-day liaison to client-facing teams — including Partners, Industry Leaders, and Growth Leaders — and operational teams to embed CX thinking into every client interaction.
• Coordinate across practice groups to ensure consistent, high-quality client experiences throughout the engagement lifecycle.
• Champion a client-first mindset by supporting training programs, sharing best practices, and creating internal resources that elevate client interactions across the firm.
• Contribute to the development of CX playbooks, toolkits, and communication frameworks for use across Aprio.
• Track and report on key CX metrics including NPS, CSAT, and retention indicators; build dashboards and visualizations that make insights accessible to stakeholders.
• Maintain program documentation and contribute to executive-level reporting on the health of the client experience program.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field required.
• Master’s degree or CX-specific certifications (e.g., CCXP) a plus.
• 5-7 years of experience in client experience, customer success, account management, or a related field, ideally within professional services or consulting.
• Demonstrated ability to execute on strategic programs with minimal oversight while managing multiple initiatives simultaneously.
• Experience contributing to or managing VoC programs, client feedback loops, or client journey mapping efforts.
• Hands-on experience with client issue management, escalation coordination, or service recovery processes.
• Familiarity with Go-to-Market or marketing collaboration, particularly in a B2B or professional services context.
• Strong analytical and data storytelling skills; able to distill complex client feedback into clear, actionable narratives.
• Excellent written and verbal communication skills, with the ability to influence and build relationships across all levels of the organization.
• Highly organized and a track record of delivering on time and on scope.
• Collaborative by nature, with the presence and credibility to work effectively alongside senior Partners and client-facing professionals.
• Process-oriented thinker who can identify inefficiencies and translate them into scalable solutions, including automation and workflow improvements.
• Proficient in AI-powered productivity tools — hands-on experience with Microsoft Copilot and Claude is required.
• Able to apply AI tools to real work: drafting and refining communications, synthesizing client feedback, building frameworks and playbooks, automating routine workflows, and accelerating analysis.
• Proficiency in journey mapping tools such as Miro or Lucidchart.
• Experience with CRM software like HubSpot is required and Power BI (reporting/dashboards) is a strong plus.
• Comfortable working with survey and feedback platforms (e.g., Qualtrics, Medallia, or similar).