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Video Services Manager
City of Vancouver
United States
We’re currently recruiting for a Video Services Manager. The primary responsibilities for the job are to manage all aspects of Clark Vancouver Television (CVTV), including: Cable franchise…
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Deputy Vice President, Operational Support
Aviation Enterprise
United States
Provides executive oversight of the Airports Authority's operations fleet management program, including fleet planning, utilization, lifecycle management, replacement strategies, and…
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C6
Senior Manager, Software Quality Assurance
Company 601 LivaNova USA Inc
United States
- $150,000 to $175,000 USD / year
As our Senior Manager, Software Quality Assurance, you will lead the software quality function while applying hands-on software development knowledge to ensure product software, firmware,…
Added 1 min ago
SC
Manager, Diagnostic Imaging
St. Charles Health System, Inc.
Redmond, OR
- $125,819 to $188,676 USD / year
POSITION OVERVIEW: The Diagnostic Imaging Manager – Northern Campuses manages the operations of imaging services of St. Charles Health System located in Madras, Prineville, and Redmond. The…
Added 1 min ago
Fleet Manager
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Added 2 mins ago
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Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
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Manager, OMS Product & Delivery
ViaPath Technologies
Remote, United States
We are seeking a Manager, Product Operations & Delivery to drive the execution of our product roadmap across ViaPath’s enterprise Offender Management System (OMS) platform. This role serves…
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Program & Network Manager
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Accounting Intern - Summer 2027
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Program Manager
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Manager Pathology Services
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Inova’s Pathology Services is looking for a dedicated manager to be located at the Fairfax Medical Campus to lead daily pathology operations, including staffing, timekeeping, scheduling,…
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Assistant Nurse Manager, Medical Oncology
Oregon Health & Science University
Portland, OR
The Assistant Nurse Manager is a registered nurse who provides operational leadership under the direction of the Nurse Manager to ensure safe, effective, and patient-centered nursing care.…
Added 5 mins ago
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Sr. Facilities Manager
Mechanics Bank
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- $91,620 to $164,900 USD / year
The Sr. Facilities Manager is responsible for overseeing/managing the maintenance, repairs, building operations, and improvement of a company's facilities, including buildings, grounds, and…
Added 6 mins ago
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Accounts Payable Supervisor
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Augusta, ME
- $21.06 to $29.31 USD / hour
The DHHS Financial Service Center is responsible for program accounting, cash management, and revenue/expenditure control for the entire Department of Health and Human Services (DHHS). The…
Added 7 mins ago
Senior Manager, QC Analytical-1
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- $55,000 to $75,000 USD / year
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Client Experience Senior Manager
CBIZ
Kansas City, MO · Cleveland, OH · Atlanta, GA · Philadelphia, PA · Nashville, TN · Phoenix, AZ · Boca Raton, FL · Salt Lake City, UT
Lead end-to-end survey operations, including audience and sampling strategy, instrument design, contact-data readiness, launch coordination, confidentiality protocols, response-rate…
Added 8 mins ago
Tunneling Project Manager
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Sales & Operations Advisor
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The Sales and Operations Advisor focus on delivering effective customer interactions by understanding customer needs and matching them with the right vehicle, inventory, and financing…

CBIZ

Client Experience Senior Manager

Kansas City, MO, United States
Cleveland, OH, United States
Atlanta, GA, United States
Philadelphia, PA, United States
Nashville, TN, United States
Phoenix, AZ, United States
Boca Raton, FL, United States
Salt Lake City, UT, United States

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Job details

Experience: 7 years experience in public accounting or related field
Posting language: English
Posted: Nov 6, 2026

Original job description

Essential Functions and Primary Duties

Own the enterprise client listening strategy and roadmap, including relationship surveys, transactional surveys, onboarding and implementation feedback, case-closed surveys, lost-client exit interviews, top-client interviews, and other targeted research.
Lead end-to-end survey operations, including audience and sampling strategy, instrument design, contact-data readiness, launch coordination, confidentiality protocols, response-rate improvement, reporting, and stakeholder communication.
Establish a closed-loop feedback process with clear standards for timely follow-up, issue escalation, service recovery, ownership, and documentation of actions taken.
Create dashboards, scorecards, and executive reporting that segment insights by service line, geography, client size, relationship stage, and other meaningful dimensions; identify statistically credible trends and areas of risk.
Partner with business leaders to convert findings into retention plans, service enhancements, pilots, training, and measurable action plans, and monitor progress against commitments.
Define and monitor client experience measures such as satisfaction, advocacy or NPS, retention, response rates, complaint themes, follow-up timeliness, and action-plan completion.
Connect client feedback to growth opportunities, including cross-service interest, client expansion, referral potential, and coordinated handoffs to relationship owners and subject matter experts.
Partner with CRM and Revenue Operations teams to integrate client-feedback data, tasks, campaign membership, ownership, and follow-up activity in Salesforce or other designated systems.
Support client journey mapping and process improvement across onboarding, implementation, renewals, ongoing service, communications, client portals, and key moments that matter.
Develop toolkits, playbooks, communications, and training that strengthen client-listening and service-recovery capabilities across leaders and client-facing teams.
Benchmark client experience practices, survey methods, and service standards against insurance, benefits, retirement, human capital advisory, and broader professional-services peers.
Manage third-party research and survey partners as applicable, including scope, timelines, data quality, deliverables, and budget.

Preferred Qualifications

Bachelor’s degree in business, marketing, analytics, organizational research, communications, or a related field, or equivalent practical experience.
At least five years of progressive experience in client experience, voice-of-the-customer, customer insights, market research, client service, or a related discipline; experience in benefits, insurance, financial services, or professional services is preferred.
Demonstrated experience designing and managing survey or feedback programs and translating quantitative and qualitative findings into business action.
Experience presenting insights and recommendations to senior leaders and influencing cross-functional stakeholders without direct authority.
Working knowledge of survey design, sampling, response-rate management, data privacy, qualitative interviewing, and basic statistical interpretation.
Experience with CRM and survey platforms such as Salesforce and Qualtrics, Medallia, or comparable tools; strong Microsoft Excel and PowerPoint skills.

Core Capabilities

Client-centered judgment and strong business acumen, with an understanding of retention, relationship management, and service delivery.
Analytical rigor and the ability to distinguish meaningful signals from isolated feedback.
Excellent written, verbal, presentation, facilitation, and coaching skills.
Program and project management discipline, including governance, prioritization, and follow-through across multiple service lines.
Ability to build trusted relationships across decentralized teams and operate effectively in a changing, growth-oriented environment.
Comfort working independently while collaborating closely with Marketing, Operations, Revenue Operations, Business Development, Technology, and service-line leadership.

What Success Looks Like

A consistent, enterprise-wide client listening calendar with clear ownership, governance, and reporting.
Improved survey participation and contact-data quality, supported by disciplined outreach and sampling practices.
Timely, documented follow-up on client feedback, with clear escalation and service-recovery pathways.
Business-unit action plans tied to retention risks, service gaps, and growth opportunities, with progress reported to leadership.
Client insight data incorporated into Salesforce and operating reviews so relationship owners can act on feedback.

Minimum Qualifications

Bachelor's degree
7 years experience in public accounting or related field
5 years supervisory
Must have and preserve required licenses
Ability to manage deadlines, work on multiple assignments and prioritize each assignment as necessary
Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
Proficient use of applicable technology
Must be able to travel based on business needs

CBIZ, Inc. (NYSE: CBZ) is a leading professional services advisor to middle-market businesses nationwide. With industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers actionable insights to help clients anticipate what is next and discover new ways to accelerate growth. CBIZ has more than 9,500 team members across 23 major markets coast to coast.

CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.

Together, CBIZ and CBIZ CPAs are ranked as one of the top providers of accounting services in the United States. CBIZ CPAs is an independent CPA firm that provides audit, review and attest services, while CBIZ provides business consulting, tax and financial services. In certain jurisdictions, CBIZ CPAs operates under its previous name, Mayer Hoffman McCann P.C.

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More about this job

Skills

Onboarding
Research
Confidentiality
Reporting
Communication skills
Documentation
Salesforce
Process improvement
Survey techniques
Customer insight
Market research
Microsoft Excel
Microsoft PowerPoint
Coaching
Project management
Prioritization
Work independently
Sales
Leadership

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