Client Experience Manager - salesforce

Client Experience (Cx) Manager - Salesforce / Client Journey Modernization (CJM)

The successful Cx Manager is a detective at heart, obsessed with identifying and understanding opportunities. They leverage their understanding of the business units and opportunities from our clients to drive improvements in our internal sales, implementation, and service tools. They are able to understand the perspective of many while putting the puzzle pieces of a problem together.

The successful Cx Manager brings data-driven client perspective, gathered across business units and product lines, with direction from the Director CX. They partner with the Business Architect team to align opportunities to use cases within our client journey modernization (Salesforce) initiative, ensuring our internal tools empower our associates to meet clients' needs. They are comfortable challenging the status quo to improve our client experience.

Day to day, they are adept at designing and leading strategic research projects, leveraging a variety of research and analysis methodologies for analysis, and synthesizing complex concepts for stakeholders. The Cx Manager should work creatively to not only identify our biggest obstacles, pain points, and frictions, but also to help recommend and implement positive change.

This role is uniquely positioned to leverage insights from our clients and associates to drive solution design of ADP's CRM, Salesforce/The Zone. Experience with Salesforce CRM and/or Experience Cloud is a benefit.

Key Responsibilities

• Design and execute qualitative research deep dives into the functional client experience in order to identify deeper root cause, ultimately leading to the presentation and support of recommendations for service tools (i.e. Salesforce)
• Partner with Salesforce Business Architects and Solution Architects to match client opportunities to CRM functionality
• Partner with data & predictive analytics teams, using research findings, to pinpoint specific improvement opportunities and use cases
• Support the monitoring of value and experience realization for rollouts
• Conduct primary research with clients and associates leveraging a variety of methodologies (including IDIs, TDIs, ethnography, surveys, etc.) to provide insights to the broader organization that will drive process and behavior changes
• Provide recommendations for service, digital, and operational experiences
• Build strong partnerships and influence across cross-functional teams, including product, development, user experience, and business unit groups
• Present insights and recommendations regularly to senior leadership
• Consult with departments across the enterprise to ensure the successful implementation, execution, and adoption of recommendations
• Perform other duties as needed

Qualifications Required

• Minimum of 4-5 years of experience in a research, customer/client centric or customer/client advocacy roles.
• Strong qualitative and ethnographic research skills -- both in execution and design.
• Ability to both design strategic research projects and help execute recommendations.
• Creative problem solving
• Cross Functional Collaboration
• Strong quantitative and analytical skills.
• Strong facilitation skills.
• Broad business perspective and understanding.
• Excellent Communication Skills - verbal & written.