EisnerAmper LLP
Senior Manager, Strategic Communications and Operations - Client Experience Team
EisnerAmper LLP, Fort Lauderdale, FL
Job Description
At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you're starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you'll love from top to bottom - we give you the tools you need to succeed and the autonomy to reach your goals.
As part of the CX Team, your role is to create and manage the firm's client experience communications and operations strategy, as well as to lead client-facing projects and solutions. You will design a strategic communications and content strategy plan for Client Experience, and lead/support client satisfaction initiatives for our business lines and operations teams.
What it Means to Work for EisnerAmper:
What Work You Will be Responsible For:
Basic Qualifications:
Preferred/Desired Qualifications:
We strongly believe in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, EisnerAmper is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or protected veteran status, citizenship, or other protected characteristics under federal, state, or local law.
About our Marketing Team:
The EisnerAmper Marketing Team "connects the dots" between the firm's people, services, and clients. It's by building awareness of our 40+ go-to-market groups, while acting as tenacious advocates for the brand, that we can link clients and staff from across the globe with the right solutions EisnerAmper has for their businesses.
Based on senior management's deep-rooted, long-held understanding and belief in marketing, our department's culture may not be what you'd expect from an accounting firm. By serving as important and valued collaborators, not just overhead, we are integral parts of the team and respected leaders. We're a team of doers-seeing our ideas through with relentless execution. By moving fast and changing direction when we need to, EisnerAmper marketers turn disruption into a competitive advantage.
A truly close-knit team of self-starters, EisnerAmper marketers make a lasting impact on the service lines, industry niches, and geographic locations they serve and support, through many of the functions and initiatives modern-day marketers employ. We leverage digital marketing, events, partnership programs, social media, advertising, CRM, and traditional relationship-building to crush our goals. So, whether we're testing a new idea or reimagining an existing strategy, we're not afraid to try new things, see what works, and look for growth.
About EisnerAmper:
EisnerAmper is one of the largest accounting, tax, and business advisory firms, with approximately 450 partners and 4,500 employees across the world. We combine responsiveness with a long-range perspective; to help clients meet the pressing issues they face today and position them for success tomorrow.
Our clients are enterprises as diverse as sophisticated financial institutions and start-ups, global public firms, and middle-market companies, as well as high net worth individuals, family offices, not-for-profit organizations, and entrepreneurial ventures across a variety of industries. We are also engaged by the attorneys, financial professionals, bankers, and investors who serve these clients.
Preferred Location:
Iselin
At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you're starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you'll love from top to bottom - we give you the tools you need to succeed and the autonomy to reach your goals.
As part of the CX Team, your role is to create and manage the firm's client experience communications and operations strategy, as well as to lead client-facing projects and solutions. You will design a strategic communications and content strategy plan for Client Experience, and lead/support client satisfaction initiatives for our business lines and operations teams.
What it Means to Work for EisnerAmper:
- You will get to be part of one of the largest and fastest growing accounting and advisory firms in the industry
- You will have the flexibility to manage your days in support of our commitment to work/life balance
- You will join a culture that has received multiple top "Places to Work" awards
- We believe that great work is accomplished when cultures, ideas and experiences come together to create new solutions
- We understand that embracing our differences is what unites us as a team and strengthens our foundation
- Showing up authentically is how we, both as professionals and a Firm, find inspiration to do our best work
- Numerous Employee Resource Groups (ERGs) to support our Diversity, Equity, & Inclusion (DE&I) efforts
What Work You Will be Responsible For:
- Create and execute a strategic communications plan for Client Experience that supports the firm's business goals, brand voice, and CX business strategy.
- Lead and support our client satisfaction strategy through our client feedback programs, such as client surveys, interviews, and client satisfaction metrics. Lead on delivering a client satisfaction program that not only reports out findings but ensures a solid follow through process for our clients. Guide firm leadership on how client satisfaction impacts their business strategy.
- Position yourself as the strategic client satisfaction and communications expert, which means demonstrating your ability to add value to client experience and our client service partners through strategic communications and presentations.
- Manage and evaluate the effectiveness of various CX initiatives through client feedback, and across business lines and operations teams, in coordination with the head of CX, CX Manager in charge of the Diamond Program, and members of the CX Analytics team.
- Lead the CX communications, operations and feedback process for projects, rollouts and operational initiatives that impact clients. This includes creating a strategic CX satisfaction and execution plan for M&A integration, and Client Resources. Requires you to work closely with Marketing, Technology and Operations teams to ensure the consistency, execution and integration of client communications withing the firm's marketing tech stack, content and digital platforms.
- Manage client communications and feedback for our client technology or solutions rollouts, to ensure clients are communicated with quickly and clearly, and to improve client satisfaction, retention, and loyalty through firm rollouts.
- Provide regular feedback and insights to the senior management and stakeholders on the client performance, issues, and opportunities in project rollouts.
- Lead special projects that may come up within the Client Experience domain, ensuring they support the firm's strategic goals and deliver value to clients.
Basic Qualifications:
- Bachelor's degree in Communications, Marketing, Business Administration, or a related field. MBA preferred.
- Minimum of 10 years of experience in a strategy, business ops, marketing, business development or client experience role, preferably within a professional service or B2B environment.
Preferred/Desired Qualifications:
- Adaptability: Thrives in high-pressure environments with a flexible and agile approach to dynamic demands.
- Problem-Solving: Creative and critical thinker with meticulous attention to detail, adept at identifying and resolving complex issues.
- Client Experience & Strategy: Deeply understands client satisfaction, excelling in strategic planning with a focus on delivering client-centric solutions.
- Analytical Acumen: Possesses robust analytical capabilities, transforming data into compelling narratives, insights, and strategic directions.
- Communication: Outstanding communicator, both written and verbal, skilled at distilling and articulating complex ideas to varied audiences.
- Change & Project Management: Proven track record in crafting and implementing successful communication, change, and project management initiatives.
- Teamwork & Leadership: Demonstrates exceptional teamwork, leadership, and interpersonal skills, ensuring effective collaboration and negotiation.
- Project Management: Exceptional project management proficiency, adept at juggling multiple initiatives and adhering to stringent deadlines.
- Relationship Building: Expert in forging and nurturing long-standing, trust-based relationships with clients and team members.
- Collaboration: Works effectively across diverse teams to meet goals and roll out strategic projects.
- Independence & Collaboration: Balances autonomous work with cooperative efforts in evolving business landscapes.
- Multitasking: Manages an array of projects and priorities with finesse and precision.
- Client Feedback Expertise: Knowledgeable in various client feedback mechanisms and enhancement programs.
- Technical Proficiency: Skilled in Microsoft Office, analytics tools, Monday.com, and CRM software; preference for candidates with these competencies.
- Continuous Learning: Eager to master new technologies and platforms relevant to customer experience, including HubSpot, Qualtrics, PowerBI Dashboards, and AI tools.
We strongly believe in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, EisnerAmper is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or protected veteran status, citizenship, or other protected characteristics under federal, state, or local law.
About our Marketing Team:
The EisnerAmper Marketing Team "connects the dots" between the firm's people, services, and clients. It's by building awareness of our 40+ go-to-market groups, while acting as tenacious advocates for the brand, that we can link clients and staff from across the globe with the right solutions EisnerAmper has for their businesses.
Based on senior management's deep-rooted, long-held understanding and belief in marketing, our department's culture may not be what you'd expect from an accounting firm. By serving as important and valued collaborators, not just overhead, we are integral parts of the team and respected leaders. We're a team of doers-seeing our ideas through with relentless execution. By moving fast and changing direction when we need to, EisnerAmper marketers turn disruption into a competitive advantage.
A truly close-knit team of self-starters, EisnerAmper marketers make a lasting impact on the service lines, industry niches, and geographic locations they serve and support, through many of the functions and initiatives modern-day marketers employ. We leverage digital marketing, events, partnership programs, social media, advertising, CRM, and traditional relationship-building to crush our goals. So, whether we're testing a new idea or reimagining an existing strategy, we're not afraid to try new things, see what works, and look for growth.
About EisnerAmper:
EisnerAmper is one of the largest accounting, tax, and business advisory firms, with approximately 450 partners and 4,500 employees across the world. We combine responsiveness with a long-range perspective; to help clients meet the pressing issues they face today and position them for success tomorrow.
Our clients are enterprises as diverse as sophisticated financial institutions and start-ups, global public firms, and middle-market companies, as well as high net worth individuals, family offices, not-for-profit organizations, and entrepreneurial ventures across a variety of industries. We are also engaged by the attorneys, financial professionals, bankers, and investors who serve these clients.
Preferred Location:
Iselin