Client Experience Manager Jobs

Leading projects, developing teams, engaging clients, collecting and analyzing data, developing KPIs and Metrics that have a DIRECT impact on the growth and transformation of an organization. These are just some of the things you will do as a Client Experience Manager at Franklin IQ. Our culture is more than cupcakes in the breakroom- we are passionate about our work, we value authenticity, we encourage each other to take risks and go outside of what is comfortable so that we can GROW TOGETHER. We are looking for talented team members who share this vision and want to help our clients be the best version of themselves.

What You'll Do

The role of Client Experience Manager requires a collaborative spirit, attention to detail, and a can-do attitude. Not only are you tracking and analyzing data, but you are also establishing relationships with internal and external clients. You are an active listener who can decode the most ambiguous of information and bring to life our client's vision in a way that is uniquely tailored to their environment. You have strong experience in managing multiple projects. You understand pricing, margins, wrap rates, RFIs, RFQs, RFPs. You know who to talk to and how to speak their language. You have the knowledge, experience and trust to tackle challenges, producing scalable solutions. You are comfortable and confident in briefing leaders - providing recommendations and insight on trends. You thrive in developing associates helping guide them on their journey and allowing them the space to enhance their own skills, while administering Franklin IQs quality of work standards.

Additionally, you will be the driving force behind the firms' projects with specific responsibility for (but not limited to):

• Identifies and creates opportunities for teammate growth
• Developing an approach and related project plan to meet contract requirements and client expectations
• Managing budgets, resources and relationships to achieve organizational objectives, as well as planning, developing and executing plans to ensure timely completion of projects
• Prioritizing and delegating work to teammates to meet contract requirements and client expectations
• Leading a team to achieve project goals, meet contractual requirements and client expectations within the firm's quality standards
• Providing oversight and leadership to teammates in executing projects from concept to planning to completion.
• Leading teammates to develop recommendations, solutions, and approaches
• Ownership of ongoing performance of a large project, or series of smaller projects

What You Need to Do the Job

• This role has the flexibility to work remotely in the DMV area but must have the ability to commute to and work from the corporate office in Arlington, VA and client sites, as needed.
• 10+ years of experience, including 5+ years in a Manager or Director management consulting role, specifically the Federal government, ideally in one of the following sectors: Intelligence, Veteran's Affairs, Health Services, Defense
• Strong project management capabilities
• Excellent problem-solving skills with ability to analyze situations, identify existing or potential problems and recommend solutions
• Prior experience working with the Federal government
• Understanding of Microsoft Suite of Products, CRM systems, Project Management software, Adobe products, Virtual Meeting platforms in a PC environment.
• Strong understanding of Federal procurement and proposal processes, GSA Schedules, Contract Vehicles, RFIs, RFQs, RFPs, FAR, GWACs, IDIQ, etc.
• Experience with management consulting on organizational development, coaching, professional leadership development, conflict resolution and/or cultural change management
• Excellent problem-solving skills with ability to analyze situations, identify existing or potential problems and recommend solutions
• Experience with learning and development, instructional design and delivery

What We Dream of For This Job

• Experience with small business set-aside procurements
• Experience with human capital management consulting, strategy development, learning and development, and/or facilitation
• Veterans are encouraged to apply
• Experience with both virtual and in-person facilitation and instruction
• Ability to obtain a Federal security clearance

Why Franklin IQ

Franklin IQ is an impact-driven management consultancy that values each client as a unique group of human beings with their own set of challenges, needs, and desires. We learn and adapt our proven methodology to build highly-tailored programs for complex organizations that simplify challenges, create real impact, and empower our clients to comfortably take the reins once we leave.

We have an unbeatable culture. Our team of awesome folks fosters a creative, collaborative, and fun team environment which includes all-staff brainstorming sessions, happy hours, and other social events. We care about maintaining a healthy and achievable work-life balance. Our competitive PTO, flexible hours, flexibility regarding your work location, and paid holidays make it easy to accomplish it! We support individual professional development and career goals. Your opportunities for growth, professional development, and upward mobility are good for YOU and for US!

We are serious about giving back. Service to the community is just the right thing to do!

We have the benefits you want. Great employees deserve them and we are committed to providing them! Health and Wellness options, Company paid Long and Short-Term disability, Company paid Life Insurance, financial investment resources, employee assistance programs – just to name a few.

Franklin IQ is committed to a diverse and inclusive workplace. FIQ is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.