Customer Experience (CX)Manager

Cadex is seeking a Client Experience Manager to deliver exceptional client journeys by managing relationships and resolving complex challenges. The role involves collaborating with global clients, leveraging data-driven insights, and ensuring client satisfaction throughout the order-to-cash process.

Responsibilities:

• Serve as the primary escalation point for Enterprise, Signature, Core+ client issues throughout the O2C lifecycle, resolving complex inquiries and disputes
• Coordinate and lead business review meetings, preparing and presenting materials and KPI-driven updates to clients
• Oversee the execution and improvement of client experience surveys and action plans based on feedback
• Assist Finance with collection activities, billing verification, and resolution of invoice discrepancies. Ensure timely and accurate transaction processing
• Collaborate cross-functionally to research, troubleshoot, and correct client billing and account issues
• Direct the delivery of standard and custom client reporting, including ad hoc analyses, and provide recommendations based on project performance and KPIs
• Proactively monitor project outcomes, escalating risks or opportunities to clients and internal teams
• Manage operational tasks such as account onboarding, system access validation, issue resolution, and ad-hoc data reconciliation for assigned client portfolios
• Lead or contribute to initiatives improving processes, systems, and cross-departmental collaboration
• Ensure all client agreements are properly reviewed, stored, and are in compliance with contractual and company SOP standards
• Manage and safeguard documentation related to client activity, ensuring confidentiality and regulatory compliance at all times
• Assist in Client Experience Department project work as required
• Act as backup to other members of the Client Experience Department

Requirements:

• High school Diploma or GED. It's Cadex's policy to require a minimum of a High School Diploma/GED, or equivalent combination of education and experience
• Proven experience in client management, order-to-cash, receivables management, or financial services
• FLUENCY: This position requires fluency in the English language
• Advanced written and verbal communication skills
• Advanced negotiation and relationship management abilities
• Proficient data analysis and reporting, including use of MS Office and reporting/CRM/O2C platforms (e.g., SFDC, ZenDesk, Zoho, Looker)
• Strong organizational and time management skills; prioritization and attention to detail
• Effective critical thinking and complex problem solving
• High level of discretion, integrity, and client-focused mindset
• Experience managing clients in a B2B commercial or global setting is preferred