Job description
Work with a nationally ranked CPA and advisory firm that is passionate for what’s next. Aprio has 30 U.S. office locations, one in the Philippines and more than 2,100 team members that speak 60+ languages across the globe. By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them. Discover a top-rated culture, vast growth opportunities and your next big career move with Aprio.
Join Aprio and you will help clients maximize their opportunities. Aprio is a progressive, fast-growing firm looking for a Senior Director, Client Experience to join their dynamic team.
Position Responsibilities:
- Develop and implement a comprehensive client experience strategy that aligns with business objectives and enhances client satisfaction.
- Analyze and optimize the end-to-end client journey, identifying opportunities for improvement and innovation.
- Partner with internal teams, including sales, marketing, and operations, to ensure a seamless and consistent client experience.
- Establish mechanisms to capture and analyze client feedback, translating insights into actionable initiatives.
- Drive a culture of service excellence by implementing best practices and training programs to enhance customer interactions.
- Leverage digital tools and emerging technologies to enhance client interactions and engagement.
- Define and track key performance indicators (KPIs) related to client satisfaction, retention, and loyalty.
- Develop strategies to address client concerns, complaints, and service recovery to maintain strong client relationships.
- Foster client advocacy by building strong relationships and leveraging testimonials, referrals, and case studies.
Qualifications:
- Bachelor’s degree in Business, Marketing, Customer Experience, or a related field. Master’s degree preferred.
- Proven experience in a senior leadership role focused on client experience, customer service, or relationship management.
- 10+ years of experience in consulting, focusing on building strategic programs around client experience across multiple industries.
- Strong understanding of customer journey mapping and experience design principles.
- Excellent communication, leadership, and stakeholder management skills.
- Data-driven mindset with experience in analyzing client insights and measuring impact.
- Ability to drive change and foster a client-centric culture within the organization.
- Experience working with digital customer experience tools and leveraging AI to monitor, measure, and enhance client interactions and improve customer experience
Why work for Aprio:
Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm.
Perks/Benefits we offer for full-time team members:
- Medical, Dental, and Vision Insurance on the first day of employment
- Flexible Spending Account and Dependent Care Account
- 401k with Profit Sharing
- 9+ holidays and discretionary time off structure
- Parental Leave – coverage for both primary and secondary caregivers
- Tuition Assistance Program and CPA support program with cash incentive upon completion
- Discretionary incentive compensation based on firm, group and individual performance
- Incentive compensation related to origination of new client sales
- Top rated wellness program
- Flexible working environment including remote and hybrid options
What’s in it for you:
- Working with an industry leader: Be part of a high-growth firm that is passionate for what’s next.
- An awesome culture: Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience. We call it the Aprio Way. This shared mindset creates lasting relationships between team members and with clients.
- A great team: Work with a high-energy, passionate, caring and ambitious team of professionals in a collaborative culture.
- Entrepreneurship: Have the freedom to innovate and bring your ideas to help us grow to become the CPA firm of choice nationally.
- Growth opportunities: Grow professionally in an environment that fosters continuous learning and advancement.
- Competitive compensation: You will be rewarded with competitive compensation, industry-leading benefits and a flexible work environment to enjoy work/life balance.
EQUAL OPPORTUNITY EMPLOYER
Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race; color; religion; national origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable federal, state, or local law.
Aprio, LLP and Aprio Advisory Group, LLC, operate in an alternative business structure, with Aprio Advisory Group, LLC providing non-attest tax and consulting services, and Aprio, LLP providing CPA firm services.
