Job Description

Notified is seeking a B2B Client Experience Manager for our Global Client Experience Team. The Client Experience Manager will create positive experiences for clients throughout the life of a customer journey. They execute a variety of engagement functions to improve the customer’s awareness of Notified product capabilities and to support the customer’s business goals while ensuring adherence to established company and departmental policies and procedures. This is a skilled position that requires experience with project and client management in a B2B environment.

Location: This position will be based in our Toronto, Canada office located at 155 University Avenue . The shift is 8:30a – 5:00p ET. Our expectation at this time is you will work from our office on Tuesday, Wednesday and Thursday with flexibility to work from home on Monday and Friday.

Essential Duties:

This role includes responsibilities for Customer engagement activities, including, but not limited to onboarding, services, product adoption, advocacy, retention, etc.) to drive education and training about Notified solutions. Develop listening points in journey (product usage, satisfaction, etc.).

• Develop a thorough understanding of Notified product offering and roadmap.
• Act as a critical connection point between Notified and the customer. Ensure the customer understand the Notified value proposition, drive adoption of the subscribed solutions, identifies areas that could negatively impact the customer health and identify areas of upsell/expansion.
• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs contributing towards Client Experience Vision, to delight and give clients the experience they need.
• Cross-collaboration with internal teams to identify potential upsell opportunities with existing clients, help sales teams understand the needs of existing clients so that they can identify better selling opportunities.
• Ensure the unique needs of the customer are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the customer's expectations.
• Based on assigned business initiatives, may be required to train customers for product features and best practice workflows.
• Ensure customers are aware of and utilizing company provided resources to them including knowledge bases, blogs, videos, demos, and best practices guides.
• Collaborate with other departments in the company to achieve customer satisfaction and resolve issues with speed and efficiency.
• Analyze customer adoption and platform usage trends
• Oversee and undertake other activities as required to gauge customer feedback and make sure that this is used effectively. This will include surveys, one-to-one interviews and focus groups, and on-line methods of engagement.
• Drive special projects and initiatives in relation to corporate strategy and customer engagement.
• Advocate for client interests within the organization, ensuring their needs are considered in decision-making.
• Build and nurture strong, trust-based relationships with clients to foster loyalty and long-term partnerships.
• Develop and execute strategies to reduce client churn, retain existing clients, and drive Net Revenue Retention (NRR)
• Monitor and analyze client data and performance metrics to identify trends and opportunities for improvement.
• Generate reports to track client health, usage, and satisfaction, using data to make informed decisions. Monitor the health of client accounts, proactively addressing issues to maintain positive NRR.
• Evaluate the effectiveness of Customer Journeys from the perspective of customer satisfaction and willingness to recommend. Recommend workflow changes of redesigning functions around customer needs.
• Contribute towards Client Experience Vision, to delight and give clients the experience they need.

Minimum Qualifications:

Education:

• Bachelor's degree from an accredited college or university with major course work in business administration, communication, project management or a related field required. Equivalent work experience in a similar position may be substituted for educational requirements.

Experience and Skills:

• Minimum 3 years in a Customer Service, Account manager, Client Success or similar role with demonstrated record of success required.
• Listens to a client’s needs and address them appropriately, manage client expectations and communicate information properly.
• Comfortable training & interacting with clients at all levels of an organization remotely or in-person.
• Skilled communicator skills to communicate with their clients and their own team members through written and verbal means.
• Strong prioritization, organizational and time management skills.
• Strong Microsoft Office and Office 365 skills.
• Motivated, self-starter approach with prior experience working across multiple functions such as sales, service & operations, legal and finance to ensure client success.
• Prior experience with CRM systems.

Travel / Physical Demands:

• No travel required. Office environment. No special physical demands required.

Best In Class!

• “Best Press Release Distribution Company,” MarTech Breakthrough Awards
• “PR Innovation of the Year,” Gold Stevie® Winner, 2023 American Business Awards
• “Marketing/Public Relations Solution,” Gold Stevie® Winner, 2023 American Business Awards

Who is NOTIFIED?

We believe everyone has a story to tell and we’re passionate about helping people and brands amplify their stories across the globe. We are proud to be the number one provider of enterprise webcasting and investor relations content distribution, as well as a global leader in press release distribution. Our clients have used Notified to monitor over 2 billion social media conversations and every year we run more than 100,000 events! Our products are built so storytellers can do their best work. But we’re not just a platform—personalized, caring service is how we operate. We add a personal touch to everything we do. We strive to deliver wisdom and insight by helping our clients reach global and targeted audiences, measure outcomes, and fulfill their commitments.

Why work for Notified?

• Global collaboration with team members in 17 countries
• Opportunities to innovate and grow!
• Comprehensive health benefits and wellness programs
• Quarterly recognition awards
• Curated learning libraries offering over 8,000 free courses supporting your business and technical acumen
• Flexibility to work from home on Mondays and Fridays
• Diversity is celebrated and supported inclusive Employee Resource Groups

What’s next? Qualified candidates will be contacted by a member of our in-house recruitment team to kick-start the recruitment process

At Notified we don't just accept difference - we celebrate it, support it, and build success upon it. We are proud to be an equal opportunities employer and no part of this advertisement is intended to discriminate on any grounds.

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