Client Experience Manager

Manager, Client Experience

The Manager, Client Experience manages a team responsible for the operations of the MAPS client lifecycle, from initial onboarding and proactive communication to at-risk client management and billing. This position determines resources necessary to meet key performance indicators (KPIs) by analyzing and interpreting data from client feedback, service-level metrics (SLAs), and billing systems to drive specialized solutions for financial and service inquiries and increase client retention. The Manager, Client Experience (CE) designs and recommends changes to client engagement strategies and policies to enhance the overall client experience and streamline operations.

Austin, Texas-based Keller Williams Realty, LLC is the world's largest real estate franchise by agent count with a global network of offices and affiliated agents. The franchise is No. 1 in units and sales volume in the U.S. Since 1983, the company has cultivated an agent-centric, technology-driven, and education-based culture that rewards affiliated agents. If you're ready to join an award-winning team that champions bold innovation, puts people and service at the heart of business, and empowers you to make a real impact, then Keller Williams is where you belong.

Our latest recognition:

• 2026 & 2025 Best Places to Work (Glassdoor)
• 2026 & 2025 Best Place for Working Parents (Best Place for Working Parents)
• 2025 America's Most Admired Workplaces (Newsweek)
• 2025 Top Franchises for Women (Franchise Business Review)
• 2025 Best-Led Companies (Glassdoor)

Team Leadership

• Hires, trains, develops, mentors, and manages the performance of the CE team.

Client & Coach Support

• Oversees the onboarding experiences for new clients, including welcome calls, coach fit determination, and scheduled check-ins.
• Oversees proactive communications to clients and coaches (welcome, transfer, at-risk/MIA, event-specific).
• Provides recommendations to leadership based on client feedback and program performance trends.
• Drives improvements to team efficiency by overseeing the Client Experience (CE) team's inquiry management via Zendesk and DialPad, ensuring consistent achievement of SLA targets.
• Serves as a key point of contact for MAPS products and services utilized to match clients with preferred programs.

Program & Operational Support

• Partners with upper-level leadership to plan and implement yearly GPS team goals, preparing reports and tracking assigned items.
• Reviews and manages at-risk client queues by identifying clients with zero activity.
• Conducts and documents recurring client satisfaction calls, tracking referrals and identifying service trends.
• Prepares and presents recommendations for process improvements by analyzing metrics that impact client and coach success and implements solutions.
• Plans CE team coverage for absences to ensure seamless service.

Additional Functions May Include:

• Owns the billing-related Zendesk queue and manages all billing-related processes with consistency and accuracy.
• Serves as the go-to bridge between CE, Billing, and Clients to resolve financial inquiries efficiently.
• Owns the partnership with Billing to identify and resolve recurring issues, implementing solutions so clients do not experience repeated problems.
• Designs and implements billing workflows, ensuring correct program charges, updates, cancellations, and reassignments.
• Implements and monitors billing systems (Maxio, Zoho, etc.) to support accurate account management.
• Prepares account reviews for past due and unpaid balances, following up directly with clients.
• Provides and presents recommendations to streamline billing processes and improve the overall client payment experience.
• Fast Track Coaching: Manages registrations, maintains client portal, oversees billing activities, and collaborates with launch coordinators.
• BOLD Coaching: Oversees billing, cancellations, and refunds while supporting escalations and program logistics.
• KW Worldwide: Supports international coaches and clients, determines best-fit alignments, and partners on monthly audits.
• Performance Programs & Life Coaching: Implements client/coach alignment processes, handles transfers, and collaborates with program leaders.

Minimum Requirements

• Bachelor's degree. Four (4) years of relevant education and work experience may be substituted for degree
• Minimum of five (5) years of progressive related experience in Customer Service and/or hospitality, including a minimum of two (2) years in a formal or informal supervisory or management role
• Polished and professional demeanor
• Advanced knowledge of industry developments, techniques, and trends
• Experience in data interpretation and client reporting
• Advanced knowledge and expertise in problem-solving and escalation management

Preferred Requirements

• Experience with Zoho CRM and Maxio
• Experience with billing systems, invoicing, or payment processing
• Proficiency with Zendesk

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities as defined by the Americans with Disabilities Act As Amended to perform the essential functions.

• Sitting
• Keyboarding
• Viewing computer monitor

Work Environment

Work is performed in a business office environment. Ability to work extended hours, as required, in support of the company's business needs.