Client Experience Communications and Operations Manager

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 Client Experience (CX) Team, your role is to lead the firm’s CX communications strategy, as well as to lead client-facing projects. This is a dynamic and challenging opportunity that leverages strategic thinking, exceptional communication skills, and change/program management expertise.

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

What Work You Will be Responsible For:

• Client Communications: Create and execute strategic client communications plans that support the firm’s business strategy, brand voice, and CX goals. Manage client communications for various enterprise-wide initiatives, such as the Client Portal, Payment Portal and HubSync. This includes, but is not limited to: 

  • Developing external communications plans and content that resonate with clients and align with business goals.  

  • Ensuring the delivery, consistency, and excellence of client communications within the firm’s marketing tech stack, content, and digital platforms. 

  • Managing 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. 

  • Creating internal tools to help employees manage client expectations and making these tools centrally available on the intranet and in our marketing toolkit.  

• Transformation Program Management for Clients: Serve as the program manager and CX operational implementation lead for enterprise-wide projects and transformation initiatives that impact our clients. Collaborate closely with Marketing, Technology, and Operations teams to ensure successful rollouts for clients. This includes developing a strategic plan for existing client software rollout of HubSync, payment portal, and client impacts during M&A integration. Provide regular feedback and insights to senior management and stakeholders on client performance, issues, and opportunities in project rollouts. 

• Client Satisfaction: Support our client satisfaction strategy through comprehensive feedback programs, including surveys, interviews, and client data. Deliver a robust client satisfaction program that not only reports findings but also ensures accountability and responsiveness to client needs. Guide firm leadership on the impact of client satisfaction on business strategy, business lines, and operations.  

Basic Qualifications:

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related field.

• Minimum of 5 years of experience in a communications strategy, business ops, marketing, business development or client experience role, preferably within a professional service or B2B environment.

Preferred/Desired Qualifications:

• Adaptability & Organizational Skills: Thrives in high-pressure environments with a flexible and agile approach to dynamic demands. Adept at juggling multiple projects and priorities. 

• Problem-Solving: Creative and critical thinker with meticulous attention to detail, adept at identifying and resolving complex issues. 

• Change & Program Management: Proven track record in crafting and implementing successful communication, change, and project/program management initiatives.  

• Analytical Acumen: Possesses robust analytical capabilities, transforming data into compelling narratives, insights, and strategic directions. 

• Communication: Outstanding communicator, both written an