• Manage and improve the client experience by ensuring that all client needs are understood and satisfied. • Build meaningful relationships with clients. • Deliver timely and effective communication and promptly respond to and resolve any unforeseen issues. • Collaborate with dedicated cross-functional experts to lead investigation into issues and provide quick and effective resolutions. • Analyze client data; provide program solutions efficiently and accurately. • Coordinate with internal departments to ensure all customer needs are met in a timely manner. • Conduct thorough needs analysis for assigned conversions or projects. • Understand and manage client expectations and service needs by building and maintaining positive relationships. • Ensure the timely and accurate delivery of client communications; document activity in internal CRM. • Identify trends and develop customer specific solutions in collaboration with cross-functional expertise. • Exceed client expectations by introducing and implementing new and developing solutions and service enhancements. • Maintain daily/weekly/monthly Key Performance Indicators (KPIs) for clients.