Customer Experience Manager

Position Overview:

We are looking for an experienced Customer Experience Manager to serve as the primary point of contact for our technology clients who license our proprietary Public Affairs software solutions. In this client-facing role, you’ll ensure smooth onboarding, manage ongoing relationships, and help clients maximize the value of our products and services. Beyond day-to-day support, you’ll proactively identify opportunities for clients to engage with our broader strategic services, collaborating closely with technical teams and internal stakeholders to drive client success, satisfaction, and business growth.

Our ideal candidate is a strong communicator and relationship-builder, highly organized and detail-oriented, skilled at juggling multiple projects and priorities. You’re tech-savvy, comfortable learning new tools, and insightful in analyzing data to inform recommendations. Experience managing communications plans—especially any related to Political Action Committees (PAC)—is a plus. You’re collaborative, adaptable, and a proactive problem-solver eager to help clients achieve meaningful outcomes.

Key Responsibilities:

Client Relationship Management:

• Serve as the main contact for customer inquiries and requests, building strong, trust-based relationships.
• Develop a deep understanding of each client’s goals, programs, and success metrics.
• Proactively address client requests, ensuring alignment with their objectives and timely resolution of issues.
• Lead regular (weekly/bi-weekly) check-ins with clients, preparing agendas, tracking progress, and sharing follow-up notes.

Program & Project Management:

• Maintain and update client documentation and project tracking tools (e.g., Asana).
• Coordinate project timelines, deliverables, and milestone requirements.
• Develop and help implement communications plans.
• Liaise between clients and technical teams to ensure seamless service delivery.
• Review deliverables for quality control and adherence to branding and content standards.

Client Reporting & Analysis:

• Prepare and present client reports, including performance metrics, usage, and recommendations.
• Conduct mid-year and annual reviews, offering strategic insights and best practices.
• Track, analyze, and communicate results of campaigns and projects.

Business Development:

• Identify and communicate opportunities for upselling, cross-selling, and optimizing client engagement.
• Participate in contract renewal processes, providing relevant client information to support proposals.
• Support onboarding and training for new clients, educating them on features and best practices.

Technical & Administrative Support:

• Assist with basic technical tasks, including email setup, audience management, action alert configuration, and content updates.
• Utilizing DDC’s proprietary CRM, extract and develop data analysis of client’s programs.
• Coordinate with internal resources for more complex technical or contractual needs.

Continuous Learning:

• Stay updated on product releases, industry trends, and best practices through ongoing training.
• Share learnings and recommendations with clients and internal teams.

Who You Are:

• Strong communicator with proven relationship-building skills.
• Highly organized and detail-oriented.
• Experienced at managing multiple projects and priorities.
• Experienced in managing communications plans, PAC communications is a plus.
• Collaborative, adaptable, and proactive problem-solver.
• Tech-savvy, comfortable learning and using new tools and platforms.
• Insightful, able to analyze data and provide recommendations.

Qualifications:

• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in Customer Experience, Account Management, or a related client-facing role.
• Experience with project management and CRM tools is a plus.

You do not need to meet 100% of the qualifications to apply. If you believe you can do great work with us, we encourage you to apply!

Salary is based on a range of factors that include relevant experience, knowledge, skills, and other job-related qualifications. A range of medical, dental, vision, 401(k) matching, paid time off, and/or other benefits also are available. Employees from diverse or underrepresented backgrounds are encouraged to apply.

DDC Public Affairs is part of the Omnicom Public Relations Group, a division of Omnicom Group Inc. and is committed to equal employment opportunity and affirmative action. DDC Public Affairs does not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sex, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where DDC Public Affairs does business. Our policy is to employ, advance, and reasonably accommodate all qualified employees and applicants. Any person who feels that he or she has been subjected to discrimination should immediately report the matter to Talent Development or to a supervisor.

Any reported incident will be investigated. Retaliation against an employee or applicant who makes a good-faith claim of discrimination is prohibited. Employees and applicants may bring good-faith complaints, ask questions, and raise concerns without fear of reprisal or retaliation.

Please apply using the following link: https://ddcpublicaffairs.com/job-opening/?gh_jid=4787330007&title=Customer+Experience+Manager