JOB DESCRIPTION : CXT - Manager, Client Experience

CLASSIFICATION: Exempt

JOB SUMMARY

The Manager of Client Experience plays a key role in supporting Empyrean's client engagement strategy by leading communications, enablement initiatives, and thought leadership programs that enhance the client journey. This role is critical in connecting clients to Empyrean's technology, services, and value propositions by coordinating across the SAA (CXT) team, Marketing, Product, and other internal teams.

This individual will manage and execute client-facing communication initiatives, including the Empyrean Client Conference, client webinars, client app, and ongoing client enablement tools. They will also serve as a key liaison to maintain and expand internal knowledge-sharing platforms, such as Confluence, to ensure alignment across departments and elevate the overall client experience.

The role is part of the broader CXT department and will collaborate interdepartmentally within CXT and throughout the business to deliver a consistent client journey that drives long-term relationships through transparency, active two-way dialogue, and a service-first approach.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and execute strategic, integrated, multi-channel communications to support client engagement (e.g., email, client app, push notifications, webinars).
• Drive thought leadership programming in partnership with marketing, including coordination of the annual Empyrean client conference, webinars, and partner/sponsor spotlights.
• Support client council and client focus group initiatives through planning, engagement, communications, and information sharing.
• Collaborate with marketing to identify and produce client testimonials, case studies, and content for thought leadership campaigns.
• Create and maintain client enablement resources for the SAA and CXT teams, including sales and service collateral in partnership with Product and Marketing.
• Ensure consistent and timely updates to relevant knowledge-sharing tools, enabling seamless communication and program alignment across teams.
• Create, support, and analyze client feedback (surveys, focus groups, program engagement) and support the SAA team with insights and reporting to help shape strategy and improve client satisfaction. Create and support custom client and other internal survey needs.
• Analyze client communication response rates and support the SAA team with insights and reporting to help shape strategy and improve client reach through different communication channels.
• Represent the voice of the client across internal teams, including sales, marketing, product, and executive leadership, by translating feedback into actionable insights and highlighting satisfaction and engagement trends.
• Partner on internal enablement projects that support strategic account growth and overall department objectives.
• Develop and manage client recognition and loyalty programs in support of long-term engagement goals.
• Support departmental initiatives such as Empyrean's client app, survey coordination, and event communications as needed.

REQUIRED SKILLS AND ABILITIES

• Strong executive presence with polished, clear written and verbal communication skills.
• Collaborative team player with the ability to foster trust and alignment across cross-functional teams.

• Strategic thinker who can anticipate needs, prioritize tasks, and coordinate across multiple departments.
• Highly organized with strong project management and coordination skills.
• Comfortable working with data to draw conclusions and inform decisions.
• Ability to navigate change and ambiguity in a growing, fast-paced environment.
• Strong interpersonal skills and the ability to influence and motivate without direct authority.
• Demonstrates a client-first mindset with a focus on driving value through communication and programming.

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

• 5+ years of experience in benefits administration, employee experience, communications, consulting, or a related field.
• Proven success in client-facing communications, event planning, and program enablement.
• Strong understanding of group benefits plan design, delivery models, and industry trends.
• Experience using and supporting technology-based solutions in a client services environment.
• Demonstrated experience managing cross-functional initiatives and coordinating multiple stakeholders.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Management reserves the right to modify or reassign job duties as business needs evolve. Empyrean is an Equal Opportunity Employer: including disability and veterans