Client Experience Analyst I

Description

The Client Experience Analyst I serves as the primary point of contact for partners using SMHC-developed platforms products and materials providing responsive client support across multiple channels and tracking each request from intake through resolution. The position supports partner onboarding develops client-facing support materials and identifies recurring issues to inform improvements to SMHC platforms and services.

The analyst tracks and reports client experience metrics including request volume response and resolution time outreach reach event attendance and partner satisfaction to center leadership and uses partner feedback and service data to identify friction points and recommend process enhancements. The position also builds and sustains relationships with local state and national partners and supports consistent accessible SMHC branding and outreach materials ensuring that SMHC services remain responsive effective and aligned with USF standards and the centers mission.

The University of South Florida is a top-ranked research university serving approximately 50000 students from across the globe at campuses in Tampa St. Petersburg and USF 2025 U.S. News & World Report recognized USF with its highest overall ranking in university history as a top 50 public university for the seventh consecutive year and as one of the top 15 best values among all public universities in the nation. U.S. News also ranks the USF Health Morsani College of Medicine in the highest tier placing it as one of the top 16 medical schools in the nation and inside the top 10 among public universities. USF is a member of the Association of American Universities (AAU) a group that includes only the top 3% of universities in the U.S. With an all-time high of $750 million in research funding in 2025 and as a top 20 public university for producing U.S. patents USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of nearly $10 billion for the state of Florida. USFs Division I athletics teams compete in the American Conference. Learn more at .

Responsibilities

Client Support for SMHC Platforms and Products: (50%)
Serves as a first point of contact for partner questions requests and issues related to SMHC-developed platforms products and materials.
Provides responsive client support through multiple channels including email phone virtual meetings and support systems using effective questioning active listening and problem-solving to understand needs and resolve issues.
Responds to requests received through shared inboxes request forms and support queues resolving them directly where possible and routing items to the appropriate project lead or developer.
Tracks each request from intake through resolution and follows up with the client to confirm the issue was resolved.
Documents recurring questions and issues and reports patterns to center leadership and product teams as improvement opportunities.
Develops and maintains client-facing support materials including onboarding guides quick-reference documents FAQs and short tutorial videos.
Supports partner onboarding to SMHC platforms including account setup orientation sessions and initial troubleshooting.

Partnership Outreach and Engagement: (30%)
Builds and sustains relationships with local state and national external partners including districts schools community agencies state entities and professional associations through introductory meetings a scheduled cadence of check-ins with named partner contacts and needs-assessment conversations that are documented in the partner contact record.
Identifies opportunities to deepen partner engagement by understanding organizational needs and connecting partners with relevant SMHC services training resources and expertise.
Plans and executes outreach activities including email campaigns newsletters listserv communications webinars and conference exhibits.
Represents SMHC at conferences district events and professional meetings.
Conducts timely and systematic follow-up with prospective and existing partners to cultivate relationships understand emerging needs and support continued engagement with SMHC.
Maintains partner contact records and engagement history so outreach is coordinated and consistent across SMHC projects.
Coordinates training events end-to-end including scheduling registration logistics participant communication materials preparation facilitator support and post-event evaluation.
Develops progress reports and summaries for partners advisory groups and funders translating project data into clear and accessible formats.
Collects partner feedback across touchpoints using methods such as surveys interviews focus groups and journey mapping and communicates findings to the SMHC team.
Identifies friction points across the partner lifecycle from first contact through onboarding service delivery and continuation and recommends changes.

Branding and Marketing Materials: (10%)
Supports the development and expansion of the SMHC brand including logo usage color and type specifications iconography and reusable templates within USF brand standards.
Designs one-pagers service menus slide and report templates infographics conference materials and other marketing assets.
Maintains the SMHC brand and template library so project teams can produce consistent materials without starting from scratch.
Reviews materials produced across SMHC projects for brand consistency plain-language clarity and accessibility before external release.
Develops and maintains web pages landing pages and social and email content that support outreach and dissemination.
Ensures materials meet accessibility standards including WCAG 2.1 AA and Section 508 requirements for color contrast alternative text and document structure.
Process Metrics and Standards: (10%)
Tracks client experience metrics including request volume response and resolution time outreach reach event attendance and partner satisfaction and reports them to center leadership.
Documents and improves client support outreach and design workflows so they can be used consistently across SMHC projects.
Stays abreast of best practices in client experience visual communication and accessible design.
Adheres to USF standards and processes including branding records retention and data privacy requirements.
Performs other duties as assigned.

Process Metrics and Standards: (10%)
Tracks client experience metrics including request volume response and resolution time outreach reach event attendance and partner satisfaction and reports them to center leadership.
Documents and improves client support outreach and design workflows so they can be used consistently across SMHC projects.
Stays abreast of best practices in client experience visual communication and accessible design.
Adheres to USF standards and processes including branding records retention and data privacy requirements.
Performs other duties as assigned.

Qualifications

Minimum Education & Experience:
Bachelors Degree OR 1-2 years experience practicing user-centered design UX/CX development testing or related initiatives.

Degree Equivalency Clause: Four years of direct experience for a bachelors degree.
Senate Bill 1310- The Florida Senate ( is conditional upon meeting all employment eligibility requirements in the U.S.
SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required not to exceed:
(a) Two years of direct experience for an associate degree;
(b) Four years of direct experience for a bachelors degree;
(c) Six years of direct experience for a masters degree;
(d) Seven years of direct experience for a professional degree; or
(e) Nine years of direct experience for a doctoral degree
Related work experience may not substitute for any required licensure certification or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
Minimum Qualifications that require a high school diploma are exempt from SB 1310.

Preferred Qualifications:
Bachelors degree plus one to two years of experience in client or customer support partnership and outreach marketing and communications graphic design user-centered design or related initiatives. At least one year of experience working in or directly with a school school district or other K-12 educational setting.

Proficiency with support ticketing systems CRM databases data analysis and survey tools (e.g. Excel Qualtrics) design and web content tools and virtual meeting platforms; knowledge of WCAG 2.1 AA and Section 508 accessibility standards and data privacy requirements.

Strong written and verbal communication active listening and problem-solving skills; customer-service orientation with the ability to build and maintain partner relationships; attention to detail organization and follow-through in managing multiple requests and projects; ability to work collaboratively across teams and translate complex information into clear accessible formats.

Knowledge of school mental health services and K-12 education systems including districts schools community agencies and state entities; familiarity with university administration and grant-funded project environments; understanding of client experience and customer service best practices; and awareness of data privacy requirements (e.g. FERPA HIPAA) and accessibility standards applicable to public institutions.

Required Experience:

IC