Client Experience Strategy & Operations Director
New
D
DoximCustomer Communications
Across North America, South Africa, and EuropeFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–12 years
- Required Skills
- Project ManagementSalesforceChange ManagementData analytics
Requirements
- Bachelor's degree in Business Administration or a related field.
- 8–12 years of relevant experience in client experience operations, analytics, or professional services.
- Hands-on experience with Salesforce and Pardot, including dashboards, reporting, and workflow alignment.
- Demonstrated success developing client health, satisfaction, and churn measurement frameworks.
- Strong background in operational reporting, workforce analytics, and performance measurement.
- Proven ability to translate complex data into actionable insights for executives and clients.
- Proficiency in MS Office and B2B marketing automation software.
- Self-motivated with the ability to work effectively in a remote environment.
- Strong problem-solving, critical thinking, and communication skills.
- Ability to influence and align cross-functional stakeholders.
- Comfort operating in fast-paced, high-complexity environments.
- Ability to travel up to 25% for client meetings, conferences, or events.
Responsibilities
- Develop consistent, compliant client communication standards across Client Service and Client Experience.
- Partner with Sales, Marketing, and CX leadership to align messaging, reporting, and executive communications.
- Develop and refine client health, satisfaction, and churn models to identify risk and support proactive intervention.
- Create executive-ready Salesforce dashboards for visibility into client health, performance, and resource utilization.
- Monitor workload, productivity, and capacity to identify workflow inefficiencies and drive improvements.
- Develop standardized training, documentation, and processes to improve team consistency and effectiveness.
- Evaluate and implement AI solutions for predictive analytics, workflow automation, and client insights.
- Serve as a strategic partner across departments to establish governance and data-driven performance accountability.
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