CLIENT EXPERIENCE MANAGER

Bringing Wall Street strategies to Main Street businesses, Generational Equity helps private business owners grow and exit their businesses at the right time for the optimal price. We don't just close deals, we open up a world of possibility. Consistently ranked as the No.1 M&A advisory firm for mid-market businesses, we have a history of successfully selling privately held businesses across North America.

The Client Experience Manager will establish rapport and trust with clients through a high-touch, proactive, account management model. The Client Experience Manager will be able to quickly assess client opportunities and redirect the client and internal teams for aligned solutions. He/she will manage clients during all phases of the Generational Equity process – most client interactions will be via phone conversations and email. Client Experience Managers have a client-first mentality and serve as process experts, trusted advisors, and client advocates. The Client Experience Manager must be able to work independently in a fast-paced, high-call environment; however, he/or she will also be collaborative and be able to work successfully with a team. He/she should be a business-minded, strategic thinker who is able to build relationships with business owners and C-Level executives. This individual should thrive in a continuous improvement environment and be able to work with cross-functional teams to improve the overall client experience.

Essential Duties and Responsibilities

• Excel in a high-touch, fast-paced, account management environment while interacting and managing clients over the phone and via email
• Understand ideal client experience journey and manage clients through this process
• Consult with and lead Business Owners and C-level executives
• Work with cross-functional teams to lead clients through process
• Able to hear and understand the voice of the client and quickly deduce solutions
• Analyze business financials and provide direction to clients
• Identify, track, and resolve client issues and risks
• Understand clients’ expectations and success factors for partnership with Generational Equity
• Continuously deliver outstanding service to ensure our firm is adhering to the high standards of excellence and client expectations

• A minimum of seven years in sales, business management, client experience or a related field
• Active listening, observation and communication skills with proactive problem-solving abilities
• Ability to manage and align client expectations throughout the client journey
• Understanding of general business operations with ability to review and understand financial documents
• Strong written and verbal communication skills with excellent attention to detail
• Excellent organizational, time management, people management and influencing skills
• High energy, positive and proactive attitude
• Bachelor's Degree Required, preferably in Business Administration, Marketing, Accounting, or related field
• Previous experience with Salesforce preferred
• Previous sales experience preferred
• Previous business ownership a plus

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.