Client Experience Communications and Operations Manager

At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you're starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you'll love from top to bottom - we give you the tools you need to succeed and the autonomy to reach your goals.

As part of the Client Experience (CX) Team, your role is to lead the firm's CX communications strategy, as well as to lead client-facing projects. This is a dynamic and challenging opportunity that leverages strategic thinking, exceptional communication skills, and change/program management expertise.

• You will get to be part of one of the largest and fastest growing accounting and advisory firms in the industry

• You will have the flexibility to manage your days in support of our commitment to work/life balance

• You will join a culture that has received multiple top "Places to Work" awards

  • We believe that great work is accomplished when cultures, ideas and experiences come together to create new solutions

  • We understand that embracing our differences is what unites us as a team and strengthens our foundation

  • Showing up authentically is how we, both as professionals and a Firm, find inspiration to do our best work

• Client Communications: Create and execute strategic client communications plans that support the firm's business strategy, brand voice, and CX goals. Manage client communications for various enterprise-wide initiatives, such as the Client Portal, Payment Portal and HubSync. This includes, but is not limited to:

  • Developing external communications plans and content that resonate with clients and align with business goals.

  • Ensuring the delivery, consistency, and excellence of client communications within the firm's marketing tech stack, content, and digital platforms.

  • Managing client communications and feedback for our client technology or solutions rollouts, to ensure clients are communicated with quickly and clearly, and to improve client satisfaction, retention, and loyalty.

  • Creating internal tools to help employees manage client expectations and making these tools centrally available on the intranet and in our marketing toolkit.

• Transformation Program Management for Clients: Serve as the program manager and CX operational implementation lead for enterprise-wide projects and transformation initiatives that impact our clients. Collaborate closely with Marketing, Technology, and Operations teams to ensure successful rollouts for clients. This includes developing a strategic plan for existing client software rollout of HubSync, payment portal, and client impacts during M&A integration. Provide regular feedback and insights to senior management and stakeholders on client performance, issues, and opportunities in project rollouts.

• Client Satisfaction: Support our client satisfaction strategy through comprehensive feedback programs, including surveys, interviews, and client data. Deliver a robust client satisfaction program that not only reports findings but also ensures accountability and responsiveness to client needs. Guide firm leadership on the impact of client satisfaction on business strategy, business lines, and operations.

• Bachelor's degree in Communications, Marketing, Business Administration, or a related field.

• Minimum of 5 years of experience in a communications strategy, business ops, marketing, business development or client experience role, preferably within a professional service or B2B environment.

• Adaptability & Organizational Skills: Thrives in high-pressure environments with a flexible and agile approach to dynamic demands. Adept at juggling multiple projects and priorities.

• Problem-Solving: Creative and critical thinker with meticulous attention to detail, adept at identifying and resolving complex issues.

• Change & Program Management: Proven track record in crafting and implementing successful communication, change, and project/program management initiatives.

• Analytical Acumen: Possesses robust analytical capabilities, transforming data into compelling narratives, insights, and strategic directions.

• Communication: Outstanding communicator, both written and verbal, skilled at distilling and articulating complex ideas to varied audiences. Comfortable presenting in front of groups.

• Teamwork & Relationship Building: Demonstrates exceptional teamwork and interpersonal skills, ensuring effective collaboration. Expert in forging and nurturing long-standing, trust-based relationships with clients and team members.

• Independence & Collaboration: Works effectively across diverse teams to meet goals and roll out strategic projects. Balances autonomous work with cooperative efforts.

• Technical Proficiency: Skilled in Microsoft Office, analytics tools, Monday.com, and CRM software; preference for candidates with these competencies.

• Continuous Learning: Eager to master new technologies and platforms relevant to customer experience, including AI tools, HubSpot, CRM, Qualtrics, and BI Dashboards.

• Client Feedback Expertise: Knowledgeable in various client feedback mechanisms and enhancement programs.

EisnerAmper is proud to be a merit-based employer. We do not discriminate on the basis of veteran or disability status or any protected characteristics under federal, state, or local law.

The EisnerAmper Marketing Team "connects the dots" between the firm's people, services, and clients. It's by building awareness of our 40+ go-to-market groups, while acting as tenacious advocates for the brand, that we can link clients and staff from across the globe with the right solutions EisnerAmper has for their businesses.

Based on senior management's deep-rooted, long-held understanding and belief in marketing, our department's culture may not be what you'd expect from an accounting firm. By serving as important and valued collaborators, not just overhead, we are integral parts of the team and respected leaders. We're a team of doers-seeing our ideas through with relentless execution. By moving fast and changing direction when we need to, EisnerAmper marketers turn disruption into a competitive advantage.

A truly close-knit team of self-starters, EisnerAmper marketers make a lasting impact on the service lines, industry niches, and geographic locations they serve and support, through many of the functions and initiatives modern-day marketers employ. We leverage digital marketing, events, partnership programs, social media, advertising, CRM, and traditional relationship-building to crush our goals. So, whether we're testing a new idea or reimagining an existing strategy, we're not afraid to try new things, see what works, and look for growth.

EisnerAmper is one of the largest accounting, tax, and business advisory firms, with approximately 450 partners and 4,500 employees across the world. We combine responsiveness with a long-range perspective; to help clients meet the pressing issues they face today and position them for success tomorrow.

Our clients are enterprises as diverse as sophisticated financial institutions and start-ups, global public firms, and middle-market companies, as well as high net worth individuals, family offices, not-for-profit organizations, and entrepreneurial ventures across a variety of industries. We are also engaged by the attorneys, financial professionals, bankers, and investors who serve these clients.

Should you need any accommodations to complete this application please email: talentacquisition@eisneramper.com