Client Experience Manager

XPS Solutions is a leading provider of self-storage contact center solutions committed to being the most trusted partner in the industry. Our mission centers around delivering exceptional service and overwhelming value through customer interactions, innovative tools and technologies, and strong leadership. Founded on core values of being helpful, friendly, and kind, XPS Solutions prioritizes creating supportive and positive relationships with our clients. We are passionate about fostering an environment that emphasizes reliability, organization, and problem solving to achieve success and satisfaction for both our clients and our team members.

We are currently seeking a motivated and dedicated Client Experience Manager to join our dynamic team. This salaried position offers the opportunity to play a vital role in the future of the Client Experience department. Based ideally in our Richardson, TX office, though we are open to considering strong candidates from outside the area, this role requires flexibility with a Monday through Friday schedule and no weekends. As a Client Experience Manager at XPS Solutions, you will be the primary owner of the relationship with assigned clients, ensuring every interaction is an opportunity to strengthen their connection with XPS Solutions.

You will work closely with multiple clients through various communication channels such as email, telephone, and video meetings, while collaborating internally with different departments via Microsoft Teams, email, calls, and face-to-face meetings. This fun and fast-paced environment demands a professional who takes joy in their clients' satisfaction. The ideal candidate is someone who is helpful, friendly, dependable, organized, detail-oriented, goal-driven, and an effective problem solver.

The main objectives of the role include managing inbound support requests, scheduling follow-ups, overseeing new client launches, handling disconnects and billing updates, and addressing client concerns promptly and thoroughly. You will facilitate meetings to negotiate agreements, renewals, and service upgrades, as well as introduce support teams for new and existing sites. Holding full accountability for client information, including operational details and scripting using proprietary software systems, the Client Experience Manager ensures the accuracy and quality of accounts from the outset and throughout the relationship. Regular meetings with clients during the launch process and periodic check-ins are essential to ensure client satisfaction and to demonstrate the value that XPS Solutions brings to their operations.

Ideal applicants bring at least five years of account management experience, a high school diploma or GED, and proficiency with Microsoft Office Suite. Bilingual candidates are preferred but not required. Additional experience in customer service and familiarity with the self-storage industry are advantages but not mandatory. The role demands excellent attendance and a professional command of English, both spoken and written. This position offers a semi-monthly payroll schedule, with payment on the 15th and last day of every month, reflecting work done in the first and second halves of each month respectively.