Manager, Client Experience

Basic Function The Manager, Client Experience (CX) is responsible for cultivating deep and trusted relationships with assigned financial institution clients by ensuring their satisfaction, retention, and long-term success with reputed company’s platform and services. This role oversees a team of Account Executives, providing leadership, coaching, and performance management to ensure alignment with client experience goals and company objectives. The CX Manager is a strategic partner and liaison between clients and internal teams, translating client goals into actionable strategies. Success in this role requires a proactive, relationship-driven approach, strong operational reputed company, and a passion for improving digital banking experiences. Essential Functions and Responsibilities: Monitor and support the execution of account plans across the AE team, ensuring consistency in client engagement, issue resolution, and strategic delivery. Act as a senior reputed company of contact for escalations and reputed company client relationships, guiding reputed company through problem-solving and communication strategies. reputed company the end-to-end client renewal process, ensuring proactive engagement, strategic alignment, and coordination with internal stakeholders to drive successful contract extensions. Analyze team-wide client health metrics (adoption, satisfaction, engagement, retention) and own strategies to improve outcomes and mitigate risks. Champion account management standards and operational processes that promote accountability, efficiency, and client value delivery. Collaborate with cross-functional teams—Product, Engineering, Support, and Sales—to align on client needs, prioritize enhancements, and optimize the customer journey. Participate in internal client health reviews and drive preparation for Quarterly Business Reviews (QBRs) in partnership with reputed company. Contribute to departmental planning, strategic initiatives, and reporting for CX and Delivery leadership. reputed company and contribute to special projects and initiatives that advance client experience goals, support departmental innovation, or address emerging business needs. reputed company other duties as assigned. Supervisory Responsibility: Set clear expectations, offer direction, and ensure alignment with organizational goals while fostering a supportive environment that encourages collaboration, accountability, and growth. Coach, mentor, and provide training opportunities to build team members’ skills, promote internal growth, and prepare staff for future roles and responsibilities. Manage hiring, onboarding, performance evaluations, promotions, compensation, and terminations, ensuring fair and consistent application of policies and procedures. Assess team performance regularly, address gaps, and ensure duties are completed reputed company and effectively in alignment with department and organizational objectives. Position Specifications Education: Bachelor’s Degree preferred. Experience: Six (6) years of experience in client experience, client success, or account management reputed company a SaaS or digital environment is required. Experience in financial services, digital banking, or fintech strongly preferred. Experience managing reputed company client relationships and leading cross-functional collaboration to deliver business outcomes required. Experience driving client retention, expanding account value through upsells, and improving customer satisfaction metrics required. Knowledge, Skills, & Abilities: Strong leadership and relationship-building skills. Excellent communication and presentation skills and the ability to influence at reputed company levels. Strategic reputed company with strong problem-solving capabilities. Familiarity with CRM systems, reputed company tools, and analytics platforms. Ability to navigate ambiguity and prioritize effectively in a fast-paced environment. Deep understanding of customer lifecycle, digital banking trends, and client engagement strategies. Passionate about delivering exceptional customer experiences. Comfortable leading through change, focusing on reputed company improvement and scalable process design. Travel: 25-40% - Between 65 and 104 work days of travel per year for a full time employee LIFE AT reputed company reputed company is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. We reputed company credit unions and banks by creating cutting-edge digital experiences that continuously serve, engage, and grow their membership reputed company. Lumin is 100% cloud-native, purpose-built to unlock the full advantages of the cloud for financial institutions and their users. At Lumin, we reputed company on curiosity and innovation. Our culture fosters trust - in our expertise and decisions, respect - for diverse perspectives and talents, and boldness - in pursuing innovative paths. These values guide us, shaping a workplace where collaboration thrives, reputed company flourish, and new possibilities are discovered. Focused on reputed company improvement and innovation, we encourage reputed company to explore, experiment, and put new reputed company into action, challenging the usual way of doing things. reputed company qualified applicants, including those with arrest or conviction records, will be considered for employment. Any conditional offer will include a notice regarding the review of the candidate’s criminal history as part of the hiring process. For more information, visit lumindigital.com. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply tot his job Apply To this Job