Client Experience Manager (PH)

As a Client Experience Manager at Esusu, your main responsibilities include partnering with Account Executives and Managers to strategize growth for your clients, ensuring efficient onboarding, developing success plans, nurturing relationships with property managers, and proactively identifying opportunities for expansion while providing education on our services.

To thrive as a Client Experience Manager at Esusu, candidates should have 2 years of experience in Customer Success, Account Management, or Sales. Experience in real estate, property management, or fintech is desired, along with strong skills in communication, adaptability, and strategic thinking.

Yes, the Client Experience Manager role at Esusu is primarily a remote position, allowing flexibility to work from anywhere while being available during Eastern Time business hours.

As a Client Experience Manager at Esusu, you will enjoy remote work benefits, flexible hours (including night shifts opportunities), a supportive company culture, and company-provided laptops to ensure you have the tools you need to succeed in your role.

Esusu actively promotes a diverse and inclusive work environment by encouraging applicants from all backgrounds and ensuring a workplace free from discrimination. The company also provides reasonable accommodations to individuals with disabilities throughout the hiring process and employment.

The onboarding process for a Client Experience Manager at Esusu is collaborative and designed to ensure you have the resources and support you need. You'll work closely with various teams to efficiently adopt Esusu services and develop a successful roadmap for your clients.

Client Experience Managers at Esusu have opportunities for advancement as they build successful relationships and strategies that contribute to client retention and satisfaction. With outstanding performance, there may be pathways to senior roles or other leadership positions within the company.

Exceptional client experience means understanding clients' needs, providing tailored solutions, maintaining open lines of communication, and ensuring satisfaction at every touchpoint. It's critical to listen actively and be proactive in addressing any issues or opportunities.

Certainly! When faced with a dissatisfied client, I ensured to listen actively to their concerns, empathize with their feelings, and then presented a well-thought-out resolution. Follow-up was key in this scenario to reassure them that their satisfaction was paramount.

I'd focus on building relationships through regular check-ins and personalized communication. Additionally, educating clients on the value of our services and how to leverage them effectively can significantly enhance engagement.

I prioritize tasks by assessing account health metrics, client needs, and timelines. Utilizing project management tools helps me stay organized, ensuring that no client's needs are overlooked and allowing me to allocate my time effectively.

Key success metrics include client satisfaction scores, retention rates, referral growth, and overall engagement levels with our services. Keeping track of these figures allows me to adjust strategies and maintain a focus on client success.

Working remotely, I would create a structured daily schedule, set clear priorities, and utilize technology to stay connected with team members. Regular self-assessments would ensure I'm aligned with team goals and deadlines.

In such cases, I would communicate openly with the client, explain the limitations, and explore alternatives. If possible, I'd present a customized solution or suggest an escalation to the relevant team to explore the request further.

Feedback is crucial in my approach, as it provides insights into client satisfaction and areas for improvement. I actively solicit feedback and ensure that it informs my strategy, helping enhance the client experience over time.

Financial literacy empowers clients to better utilize services and resources, fostering informed decision-making. By integrating financial literacy into client interactions, I can better support their success and growth objectives.

I stay motivated by setting personal milestones, maintaining regular communication with my team, and participating in any available team-building activities. Keeping a positive mindset helps me stay focused and engaged.