Manager, Client Experience

Aprio Advisory Group, LLC is a progressive, fast-growing firm looking for a Manager, Client Experience to join their dynamic team. Aprio is building a world‑class Client Experience practice, and we’re looking for a Manager of Client Experience to help bring that vision to life. Reporting directly to the Director of Client Experience, this role is the connective tissue between strategy and execution—translating our CX vision into programs, processes, and partnerships that clients and colleagues feel every day. This is a high‑impact individual contributor role with a clear path to building and leading a team. You’ll own key elements of our Voice of Client program, lead cross‑functional initiatives alongside our Go‑to‑Market and Growth teams, and collaborate closely with client‑facing leaders across Aprio’s practice groups. You’ll also be expected to leverage AI tools as a core part of how you work, driving efficiency, quality, and speed across everything you do. If you’re energized by both the craft of client experience and the complexity of a dynamic professional services environment, this role is for you. 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). Benefits Medical, Dental, and Vision Insurance on the first day of employment Flexible Spending Account and Dependent Care Account 401k with Profit Sharing 9+ holidays and discretionary time off structure Parental Leave – coverage for both primary and secondary caregivers Tuition Assistance Program and CPA support program with cash incentive upon completion Discretionary incentive compensation based on firm, group and individual performance Incentive compensation related to origination of new client sales Top rated wellness program Flexible working environment including remote and hybrid options Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law. Aprio, LLP and Aprio Advisory Group, LLC, operate in an alternative business structure, with Aprio Advisory Group, LLC providing non-attest tax and consulting services, and Aprio, LLP providing CPA firm services. #J-18808-Ljbffr Aprio