At Namely, we are building the best all-in-one suite of HR SaaS products for mid-sized companies. An innovative Client Experience (CX) team is essential to our mission of empowering our clients to build a better workplace. Our CX team works with all internal Namely departments to ensure our clients have a positive and enjoyable experience with our services and products. 

As an Associate on the Client Experience team, you’ll work directly with the Manager of CX Strategy,  collaborate with members of the CX team, and work cross-functionally with key stakeholders and resources across Namely to help improve the client experience. You’ll demonstrate a professional understanding of project management concepts, data analytics, and process improvement techniques.

This role is open to remote candidates residing in the U.S. except within the state of Colorado.

Key Responsibilities

• Understand key trends, root cause issues and customer needs based on  research, data analytics from Namely product, CRM tools, Help Community and customer behaviors and sentiment to Provide suggestions for cross-functional and CX-led projects based on data analysis
• Responsible for data analytics and reporting on CX strategy inclusive of:
• Monthly review of CX initiative impacts
• Manage ad-hoc daily requests for data analysis supporting projects in progress
• Support Manager of CX Strategy with large scale process and system improvements based on business needs, user feedback, and leadership requests to better the client experience
• Manage CX initiatives from end-to-end 
• Partner with stakeholders to gather project requirements and draft specifications
• Maintain a project charter, project plan, and supporting documents to clearly capture and communicate expectations to project resources and management
• Ensure that project plans are up to date and ownership is clearly defined from the start of a project
• Manage intra-team & external stakeholder communication (e.g. team meetings, regular progress updates tailored to relevant stakeholders, project health read-outs, etc.)
• Proactively identify potential risks or issues that impact overall project delivery relative to timeline and communicate appropriately and professionally to the appropriate leader or stakeholder

Requirements

• 2+ years of relevant experience in a fast-paced environment managing projects
• BS, BA or similar degree
• Strong presentation skills and the ability to pull together materials that have a meaningful impact
• Excellent verbal and written communication skills
• Expert level skill in Excel (Vlookup, PivotTables, Regression Analysis)

Nice To Haves

• Analytical perspective and track record of leveraging insight and data analysis (e.g. design thinking, NPS, customer journey maps, etc.)
• Demonstrated client experience strategy work with proven track record of driving results (e.g. retention, loyalty, etc.)
• Completed independent coursework in the concepts of project management
• Proven understanding of Six Sigma concepts
• Experience with Salesforce Service Cloud & Community

Namely Company Culture Highlights

• Winner of Comparably's Award for Best Places to Work in New York 2021
• Winner of Comparably's Award for Best Leadership Teams 2021
• Winner of Comparably's Award for Best CEOs for Diversity 2021

Check us out on Comparably: https://www.comparably.com/companies/namely