Aprio
Manager, Client Experience
Atlanta, GA · Full-time
Sponsorship not specifiedDetected 36 days ago
Data VisualizationHubSpotCRMAccount ManagementBusiness DevelopmentProcess ImprovementCustomer SuccessLeadershipCommunicationCollaborationOrganizational Skills
About the role
- Work with a Top 20 CPA and advisory firm that Accounts for Anything.
- Aprio has 40 U.S. office locations, as well as international office locations and more than 3,200 team members that speak 60+ languages across the globe.
- By bringing together proven expertise, deep understanding, and strategic foresight for fast-growing industries, Aprio ensures clients are prepared for wherever life or business may take them.
Responsibilities
- Drive the day-to-day execution of Aprio's client experience strategy, translating firm-wide priorities into actionable programs and measurable outcomes.
- Manage select CX initiatives from scoping through delivery, ensuring timelines, stakeholder alignment, and quality standards are met.
- Identify friction points across the client journey, propose improvements backed by data and client insight, and lead, execute, or influence the delivery of those improvements.
- Support the design and management of client feedback mechanisms, including surveys, listening sessions, and structured touchpoints.
- Create, maintain, and evolve client journey maps to reflect real-time insights and changing service delivery models.
- Own client-facing communications during service recovery situations, ensuring responses are empathetic, clear, and aligned with firm standards.
- Develop and maintain issue management playbooks that equip client-facing teams to handle common scenarios efficiently and confidently.
- Identify patterns in recurring issues and lead process improvement efforts - including workflow automation - to reduce friction and resolution time.
- Partner with operational and technology teams to build scalable, repeatable systems that continuously raise the bar for how Aprio responds when clients need us most.
- Partner closely with Go-to-Market and Growth/Marketing teams to align CX initiatives with business development, client communications, and brand positioning.
Requirements
- Bachelor's degree in Business, Marketing, Communications, or a related field required.
- 5-7 years of experience in client experience, customer success, account management, or a related field, ideally within professional services or consulting.
- Demonstrated ability to execute on strategic programs with minimal oversight while managing multiple initiatives simultaneously.
- Experience contributing to or managing VoC programs, client feedback loops, or client journey mapping efforts.
- Hands-on experience with client issue management, escalation coordination, or service recovery processes.
- Familiarity with Go-to-Market or marketing collaboration, particularly in a B2B or professional services context.
- Highly organized and a track record of delivering on time and on scope.
- Proficient in AI-powered productivity tools - hands-on experience with Microsoft Copilot and Claude is required.
- Why work for Aprio: Whether you are just starting out, looking to advance into management or searching for your next leadership role, Aprio offers an opportunity to grow with a future-focused, innovative firm.
- Strong analytical and data storytelling skills
- able to distill complex client feedback into clear, actionable narratives.
- Excellent written and verbal communication skills, with the ability to influence and build relationships across all levels of the organization.
- Collaborative by nature, with the presence and credibility to work effectively alongside senior Partners and client-facing professionals.
- Process-oriented thinker who can identify inefficiencies and translate them into scalable solutions, including automation and workflow improvements.
Nice to have
- Master's degree or CX-specific certifications (e.g., CCXP) a plus.
Skills
- Proficiency in journey mapping tools such as Miro or Lucidchart.
- Experience with CRM software like HubSpot is required and Power BI (reporting/dashboards) is a strong plus.
- Comfortable working with survey and feedback platforms (e.g., Qualtrics, Medallia, or similar).
Compensation
- You will be rewarded with competitive compensation, industry-leading benefits and a flexible work environment to enjoy work/life balance.
- Aprio, LLP and Aprio Advisory Group, LLC, operate in an alternative business structure, with Aprio Advisory Group, LLC providing non-attest tax and consulting services, and Aprio, LLP providing CPA firm services.
Benefits
- Medical, Dental, and Vision Insurance on the first day of employment
- Flexible Spending Account and Dependent Care Account
- 401k with Profit Sharing
- 9+ holidays and discretionary time off structure
- Parental Leave - coverage for both primary and secondary caregivers
- Tuition Assistance Program and CPA support program with cash incentive upon completion
- Top rated wellness program
- Flexible working environment including remote and hybrid options
Company info
- Thirty-one fundamental behaviors guide our culture every day ensuring we always deliver an exceptional team-member and client experience.
- We call it the Aprio Way.
- This shared mindset creates lasting relationships between team members and with clients. -
Equal opportunity
- EMPLOYER Aprio is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race
- religion
- national origin
- pregnancy
Visa & Work Authorization
- al origin; sex; pregnancy; sexual orientation; gender identity and/or expression; age; disability; genetic information, citizenship status; military service obligations or any other category protected by applicable feder
This listing is sourced directly from Aprio's careers page and normalized into a canonical job model.