Customer Experience (CX)Manager

Step into a role where your impact goes far beyond the sale. As a Client Experience Manager, you’ll be at the center of delivering exceptional client journeys—owning relationships, solving complex challenges, and driving measurable results across the entire order-to-cash process. This is your opportunity to partner with global clients, leverage data-driven insights, and collaborate across teams to elevate performance, satisfaction, and retention. If you thrive in fast-paced, client-focused environments and are passionate about turning challenges into strategic wins, this is your chance to make a meaningful impact while advancing your career.

This role is remote and you must live in the listed states to be eligible for hire: AZ , AL, AR, KA, MD, OK, WA, WV, WS, FL, GA, IL, LA, MA, MN, NE, NH, NB, NY, NJ, NC, OH, PA, RI, SC, TN, TX, VA,VT

OBJECTIVE

The role of the Client Experience Manager is to deliver an exceptional client journey by managing and optimizing all post-sale interactions across the order-to-cash (O2C) process. This position ensures client needs are proactively addressed, complex operational inquiries are resolved efficiently, and Cadex’s value is consistently demonstrated to promote client satisfaction and retention within global, highly regulated, and data-driven environments.

PRIMARY JOB DUTIES

1. Client Relationship & Escalations Management
   • Serve as the primary escalation point for Enterprise, Signature, Core+ client issues throughout the O2C lifecycle, resolving complex inquiries and disputes.
   • Coordinate and lead business review meetings, preparing and presenting materials and KPI-driven updates to clients.
   • Oversee the execution and improvement of client experience surveys and action plans based on feedback.
2. Billing & Financial Coordination
   • Assist Finance with collection activities, billing verification, and resolution of invoice discrepancies. Ensure timely and accurate transaction processing.
   • Collaborate cross-functionally to research, troubleshoot, and correct client billing and account issues.
3. Reporting & Analytics
   • Direct the delivery of standard and custom client reporting, including ad hoc analyses, and provide recommendations based on project performance and KPIs.
   • Proactively monitor project outcomes, escalating risks or opportunities to clients and internal teams.
4. Operational Excellence & Project Management
   • Manage operational tasks such as account onboarding, system access validation, issue resolution, and ad-hoc data reconciliation for assigned client portfolios.
   • Lead or contribute to initiatives improving processes, systems, and cross-departmental collaboration.
5. Compliance & Documentation
   • Ensure all client agreements are properly reviewed, stored, and are in compliance with contractual and company SOP standards.
   • Manage and safeguard documentation related to client activity, ensuring confidentiality and regulatory compliance at all times.

Assist in Client Experience Department project work as required.

Act as backup to other members of the Client Experience Department.

This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.

OTHER JOB DUTIES 

This position will perform other duties as requested. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without advanced notice.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities

WORK HOURS

It is essential that this position adhere to the assigned work schedule. This is a full-time position: Monday through Friday, between the hours of 8:00am to 5:00pm EST/EDT, subject to change with advanced notice. Schedules and hours required vary by region, department, client, and/or team. Schedules will be assigned on an individual basis by the manager/supervisor of the position. This position may be required to work off-hours to accommodate time zones.

TRAVEL

No travel is expected for this position

REQUIRED EDUCATION AND EXPERIENCE

High school Diploma or GED. It’s Cadex’s policy to require a minimum of a High School Diploma/GED, or equivalent combination of education and experience.

Proven experience in client management, order-to-cash, receivables management, or financial services. 

Experience managing clients in a B2B commercial or global setting is preferred.

FLUENCY

This position requires fluency in the English language.

ADDITIONAL ELIGIBILITY REQUIREMENTS/RESPONSIBILITIES/QUALIFICATIONS

None required for this position

WORK ENVIRONMENT

This job operates in a remote work environment. This role may routinely use standard office equipment such as computers, headsets, telephones, webcams, and related. The noise level in the work environment noise level will vary based on the individual’s remote work environment.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk and hear and work with others through verbal and written contact. This is a largely sedentary role; however the employee is occasionally required to stand, walk, use hands, and reach with hands and arms. Specific vision abilities required by this job include general seeing and close vision. Repetitive motion is frequently required through typing and computer mouse usage. Mental requirements include simple and complex reading, simple and complex writing, memorization, analyzation, perception/comprehension, decision making, planning, independent action, and planning.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

EEO STATEMENT

Cadex provides equal employment opportunities to all employees without regard to race, color, creed, religion, sex, age, national origin, disability, marital status, familial status, predisposing genetic characteristics, domestic violence victim status, gender identity or expression, pregnancy, sexual orientation or military status.

COMPETENCIES

1. Advanced written and verbal communication skills
2. Advanced negotiation and relationship management abilities
3. Proficient data analysis and reporting, including use of MS Office and reporting/CRM/O2C platforms (e.g., SFDC, ZenDesk, Zoho, Looker)
4. Strong organizational and time management skills; prioritization and attention to detail
5. Effective critical thinking and complex problem solving
6. High level of discretion, integrity, and client-focused mindset