Client Experience

he Client Experience Backer (CEB) plays a critical role in ensuring clients achieve their goals, feel supported, and remain engaged with the company’s services and solutions. Acting as the primary point of contact after onboarding, the CEB builds strong client relationships, guides clients throughout their lifecycle, resolves concerns proactively, and drives long-term value and satisfaction. This role is ideal for a strategic and empathetic communicator who is passionate about helping clients succeed, improving retention, and contributing to a high-performance client experience team. Key Responsibilities Daily Role-Play and Skills Enhancement Participate in daily role-play sessions. Engage in Hyperbound customer service drills. Simulate challenging service scenarios and practice proper handling, communication techniques, and resolution strategies. Receive and apply real-time feedback with emphasis on tone, empathy, listening, and professionalism. Strengthen key soft skills such as active listening, emotional regulation, positive scripting, and problem-solving. Client Conversations & Relationship Management Conduct regular client check-ins through calls, video meetings, or email to assess satisfaction, service usage, and evolving needs. Build strong rapport with decision-makers and day-to-day client contacts to foster trust and engagement. Serve as the client’s primary point of contact for inquiries, feedback collection, and success planning. Proactive Account Monitoring Schedule and document client interactions (weekly, bi-weekly, or monthly) based on client tier and lifecycle stage. Track client activity, service delivery performance, and feedback trends to identify risks and opportunities. Collaborate with internal teams (Growth, Operations, and Support) to coordinate responses and improve service delivery. Promote and manage referral opportunities by educating clients on incentives and gathering qualified referrals. Ensure referred clients are followed up promptly and routed to the Growth team. Conduct proactive outreach to introduce and promote additional services. Client Feedback & Issue Resolution Capture insights from client conversations related to satisfaction, service quality, concerns, or suggestions. Escalate unresolved issues to appropriate teams for timely resolution. Follow up with clients to ensure concerns are fully addressed and satisfaction is achieved. Reporting & CRM Updates Maintain accurate and up-to-date records of client interactions, concerns, and action items in the CRM or client success platform. Assist in preparing client status summaries and reports for internal stakeholders and business reviews. Track engagement metrics and completion rates of scheduled check-ins across assigned accounts. Success Metrics Number of client conversations and completed check-ins Resolution time for client concerns Client Satisfaction Score (CSAT) Number of referrals generated Number of upsell opportunities identified Reporting Line Reports directly to the Client Experience Supervisor