Client Experience Manager

Job Description

Job Description

We are seeking an experienced Client Experience Manager to join a rapidly growing organization in a lab environment. This role is ideal for someone who is highly organized, relationship-focused, and comfortable owning the administrative side of a fast-paced business.

This position will oversee the client experience team and serve as a key point of contact throughout the client experience. A major focus of the role will be nurturing existing client relationships, following up with prospective clients, and helping new clients successfully move from initial interest through their first case.

Key Responsibilities:

Client Relationships & Retention

• Serve as a primary point of contact for existing clients
• Build and maintain strong, long-term client relationships
• Proactively follow up with clients to ensure a positive experience
• Identify opportunities to improve client communication, retention, and overall satisfaction
• Coordinate internally to resolve client questions or concerns

Lead Follow-Up & New Client Onboarding

• Respond to and nurture incoming leads
• Maintain consistent follow-up with prospective clients
• Guide new clients through the process from initial conversation through their first case
• Track lead activity, follow-ups, and client status within the CRM
• Ensure new clients receive clear communication and a smooth onboarding experience

Administrative Operations

• Oversee the administrative processes for work coming into and going out of the organization
• Ensure information, documentation, and client details are accurate and complete
• Coordinate with internal teams to keep work moving efficiently
• Maintain organized systems for tracking client activity and administrative workflows
• Identify gaps or inefficiencies and create processes to address them

Team Leadership

• Manage and support the administrative team
• Establish clear expectations, responsibilities, and accountability
• Provide training, feedback, and ongoing development

Qualifications:

• Previous experience in a lab environment strongly preferred
• Experience in client service, account management, administrative management, or a similar role
• Experience leading or managing a team
• Strong communication and relationship-building skills
• Highly organized with strong attention to detail
• Comfortable managing multiple priorities in a fast-paced environment
• Ability to create, document, and improve processes
• Comfortable learning and utilizing CRM and operational software
• Proactive problem solver who can identify what needs to happen and take ownership of getting it done

The Person Who Will Thrive in This Role

You enjoy building relationships while also keeping the details organized behind the scenes. You are comfortable talking with clients, following up consistently, and making sure people feel taken care of.

You also enjoy creating structure. When a process is unclear or inefficient, your instinct is to figure out a better way to do it. You can lead a team, hold people accountable, and jump into the details when needed.

Most importantly, you take ownership. You do not wait for someone else to notice that something needs attention. You see it, communicate it, and help move it forward.