Lead Client Experience Representative

Lead Client Experience Representative

The Lead Client Experience Representative (Lead CER) is an emerging team leader responsible for both delivering hands-on client service and providing day-to-day guidance to a small team of Client Experience Representatives. This role bridges the gap between individual contributor and formal management.  The Lead CER remains active in client-facing work while beginning to develop the leadership, coaching, and process-ownership skills required to grow into a Manager or Director-level role over time.

The ideal candidate is a high-performing CER who demonstrates initiative, sound judgment, and a natural inclination to support peers. This position is intentionally designed as a development role: the Lead CER will be coached, given increasing responsibility, and formally evaluated against a leadership growth path.

Key Responsibilities

Team Leadership & Peer Development

• Provide day-to-day guidance, prioritization support, and informal coaching to a small team of CERs.
• Serve as the first point of escalation for peer CERs when client issues require judgment calls or cross-team coordination.
• Assist in onboarding and training new CERs, including workflow orientation, case management standards, and client communication protocols.
• Model best practices in client communication, documentation, and SLA adherence.
• Provide input on CER performance observations to the Director or VP of Client Experience.

Client Relationship & Communication

• Maintain a personal book of assigned client accounts, serving as the primary day-to-day point of contact.
• Facilitate regular client meetings and ensure clear communication of progress, open issues, and next steps.
• Handle Level 1 escalations with greater complexity or urgency, and triage to appropriate internal teams as needed.
• Step in to cover high-priority or sensitive client situations for team members when required.

Case Management & Service Delivery

• Manage and oversee team case queues to ensure compliance with established workflows and SLA commitments.
• Lead or co-lead root cause analysis (RCA) activities, including data gathering, documentation, and client-facing corrective action write-ups.
• Identify patterns across team cases and escalate recurring service gaps to the Director or VP of Client Experience.
• Support business continuity planning (BCP) activities and help prepare the team for client readiness scenarios.

Reporting & Performance Metrics

• Prepare and deliver client-facing reports including SLA performance summaries, metric recaps, and ad hoc analyses, as required.
• Monitor team-level performance trends and surface gaps or risk indicators to the Director or VP of Client Experience for action.
• Assist in developing or refining reporting templates and processes to improve team efficiency and consistency.

Sales Support & Revenue Activities

• Collaborate with Sales on contract renewals, upsell opportunities, and client expansion discussions within assigned accounts.
• Contribute to Client Business Reviews by preparing supporting content, data summaries, and service highlights.
• Communicate client business changes — including volume shifts or scope updates — to Operations, Procurement, or IT as needed.

Operational Support

• Review and correct client input files to ensure data accuracy and processing quality, as needed.
• Participate in cross-functional process improvement efforts and represent the CER team perspective.
• Identify operational inefficiencies and bring forward recommendations for improvement to leadership.

Qualifications

• Bachelor’s degree or equivalent experience in business, communications, operations, or a related field.
• 3–6 years of experience in client engagement, account management, customer success, or service delivery.
• Prior experience in a senior CER or high-performing individual contributor role preferred.
• Demonstrated ability to informally lead, guide, or mentor peers.
• Strong communication skills with the ability to build trust with clients and colleagues alike.
• Experience with case management systems, reporting tools, and CRM platforms (e.g., Salesforce).
• Analytical & critical thinking mindset with the ability to interpret metrics and identify improvement opportunities.