This position reports to the Chief Client Officer and partners with leaders across all of Namely to execute a world-class client experience program. You will be driving the execution of our initiatives and programs across Namely to directly impact our client’s experience. This position will be responsible for developing infrastructure and programs to measure, track, monitor, enhance and positively influence the Namely client experience, and drive high quality and effective client communications, and other programs to engender a culture of client obsession throughout Namely. You will be an evangelist and advocate for Namely’s clients across product, people, and process working with all teams to improve the client experience.

Responsibilities  

Facilitate Client Advisory Boards & Other Client Events

• Assist Chief Client Officer in strategizing for and executing Client Advisory Boards
• Serve as CAB Facilitator during quarterly advisory board meetings
• Partner with Namely leaders and CAB members to develop CAB agenda, prepare content for working sessions and discussion topics and deliver an exceptional CAB member experience
• Facilitate other client advocacy events, as assigned

Manage thoughtful and effective mass client communications

• Prepare, socialize, and deploy mass client communications using appropriate channels to maximize message impact
• Ensure all mass client communications align to Namely’s style and messaging standards
• Establish and manage the mass client communications calendar

Execute on programs to measure and enhance the client experience

• Participate in and/or lead cross-functional programs for key client experiences, including improvement initiatives and journey mapping
• Continuously and proactively review current practices and the client experience to collaborate with leaders and implement recommended improvements or enhancements
• Contribute to client strategy development and define programs given the strategy
• Project manage voice of the client programs, including post-implementation surveys, semi-annual client experience surveys, exit interviews, monthly client presentations, and other feedback strategies

Facilitate cross-functional teams to drive a world class client experience

• Serve as the voice of the client and act as a client experience advocate in considering decisions that will impact the client
• Contribute to the design of client feedback programs; manage their execution and closed loop process; and use information to generate actionable guidance to the business to improve process, product, technology and training to continuously improve the client experience
• Work across teams to ensure proper focus in client feedback programs to maximize each client survey or other feedback mechanism to drive decision-making and follow-up across the business
• Leverage data and insights from Client Exit Interviews, CABs, Case Management Statistics, etc. to drive improvements and enhancements across the dimensions of people, process, product and tools with the goal of improving the client experience and impacting key business metrics

Requirements  

• 5 years of experience in client success or client experience managing programs in an environment of continuous improvement in the human resources space (in-house HR, HR tech or HR outsourcing/services)
• Strong written and verbal communication skills with proven ability to mediate differences and influence change
• Excellent presentation and meeting facilitation skills
• Outstanding client relationship, client facing and consulting skills
• Proven ability to challenge the status quo, think outside the box, optimize processes and lead change
• Strong analytical skills with demonstrated ability to turn information into actionable guidance
• Drive and manage programs end to end, from process and tool creation to delivery and ongoing enhancements
• A blend of big-company business and process management experience, with the ability to translate needs to entrepreneurial/startup organizations
• Ability to juggle multiple priorities and know when to delegate, and when to take direct ownership
• Bachelor’s Degree required

Nice to Have

• Experience managing client survey programs
• Experience facilitating client advisory boards or product user groups

About Namely

Namely is the first HR, payroll, and benefits platform employees actually love to use. People are at the center of everything we do—from our platform to our staff. Why join us? We believe every company and every employee deserves a great workplace, supported by HR technology they use and love. Most importantly, we believe in giving you the tools you need to do the best work of your career.

We invite you to fill out the EEO survey below as part of our ongoing diversity initiatives at Namely. Your participation in the survey is completely optional and voluntary, and none of the information you provide will be considered in the hiring process or with respect to any employment decision made by Namely. Namely will have access only to anonymized data submitted through these surveys.