Top 117 Client relations manager Jobs in Baltimore, Md

Manager, Customer Experience
WSSC Water —Laurel, MD
- $111,298 - $189,507 a year
- Full-time
- 5 years
- Office
- Residential
2d
Client Success Manager (Hybrid - Hampden, Baltimore)
CreditXpert Inc. —Baltimore, MD
- $103,000 - $120,000 a year
- Weekends as needed
- Hybrid work
- Ability to walk for extended periods
- 5 years
- Mid-level
- Free parking
- Health savings account
Customer Business Manager I (remote)
McCormick —Hunt Valley, MD
- $87,910 - $153,870 a year
- Marketing
- Merchandising
- Mid-level
- Profit sharing
- Paid parental leave
7d
Client Relationship Manager
Capital Services —Towson, MD
- $80,000 - $110,000 a year
- Weekends as needed
- Hybrid work
- 7 years
- Microsoft Excel
- Microsoft Outlook
Quick Apply
Client Relationship Manager
DIVERSIFIED INSURANCE INDUSTRIES INC —Hunt Valley, MD
- $65,000 - $70,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Data analysis skills
11h
Senior Manager Operations, Alsense(R)
Danfoss —Baltimore, MD
- $110,000 - $135,000 a year
- Full-time
- Remote
- Product management
- Travel
- Senior level
13d
HVAC Account Manager
Liberty Personnel Services, Inc, LP88375 —Laurel, MD
- Email
- Microsoft Excel
- Microsoft Outlook
- Engineering
- Paid holidays
- Health insurance
Quick Apply
Entry Level Sales Manager
WPF Business Services —Baltimore, MD
- $57,000 - $68,000 a year
- Full-time
- Background check
- In-person
- Entry level
Quick Apply
18h
Account Manager (B2B Sales) - Towson, MD
Universal Energy Solutions —Towson, MD
- $55,000 - $90,000 a year
- Full-time
- Mid-level
- Office
- Business development
- Paid training
- Health insurance
Quick Apply
Account Manager (B2B Sales) - Calverton, MD
Universal Energy Solutions —Calverton, MD
- $55,000 - $90,000 a year
- Full-time
- Mid-level
- Office
- Business development
- Paid training
- Health insurance
Quick Apply
Lead Consultant, Client Communications
T. Rowe Price —Baltimore, MD
- $101,000 - $212,000 a year
- Full-time
- Hybrid work
- 8 years
- Bachelor's degree
- Travel
- Paid time off
- Adoption assistance
National Account Manager
ITW —Baltimore, MD
- $106,000 - $153,000 a year
- Online Application
- Marketing
- Mid-level
- Bachelor's degree
- Commuter assistance
- Health savings account
Intake Manager
Civic Works —Baltimore, MD
- $55,000 - $65,000 a year
- Full-time
- Hybrid work
- Data analysis skills
- Mid-level
- Residential
- Disability insurance
- Health insurance
6d
Regional Account Manager - SFNC - Delaware/East Shore
James Hardie —Baltimore, MD
- Remote
- Mid-level
- Driver's License
- Bachelor's degree
- Employee stock purchase plan
- Paid holidays
Customer Service Supervisor
RelaDyne —Baltimore, MD
- $60,000 - $80,000 a year
- Microsoft Excel
- Supervising experience
- Senior level
- Wellness program
- Health savings account
Sr. Account Manager
advance programs —Columbia, MD
- $110,000 - $160,000 a year
- Full-time
- 7 years
- Ability to walk for extended periods
- Computer literacy
- Disability insurance
- Health insurance
Quick Apply
Account Mgr, USAF, USAF
Amazon Web Services, Inc. —Jessup, MD
- $92,400 - $160,000 a year
- Full-time
- 5 years
- Military
- Master's degree
- AD&D insurance
- Health insurance
Client Relationship Manager
FlexTG —Cockeysville, MD
- Call employer
- Microsoft Excel
- Microsoft Outlook
- Marketing
Quick Apply
14d
Account Manager I
CallTrackingMetrics, LLC —Millersville, MD
- Hybrid work
- Marketing
- Mid-level
- Bachelor's degree
- Paid parental leave
- Health savings account
Quick Apply
12d
Client & Account Manager
The Allicock Group —Laurel, MD
- Part-time
- Hybrid work
- School experience
- Mid-level
- Bachelor's degree
Quick Apply

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Manager, Customer Experience

WSSC Water -
Laurel, MD

Apply Now

Job Details

Full-time
$111,298 - $189,507 a year
2 days ago

Qualifications

Optimizing workflow processes
Customer communication
Customer behavior analysis
Managing teams in a customer support role
Process design
Frontline customer support management
Collaboration with product development teams
Process improvement planning
Community relationship building
Business operations
Customer information system software
Cross-functional team management
Cross-functional communication
Experience design

Full Job Description

The Manager, Customer Experience leads WSSC Water’s customer-experience strategy and ensures that all customer-facing processes, systems, and communications deliver consistent, predictable, and positive outcomes. This role partners with product management and IT to align system functionality with customer needs and collaborates with the communications office to ensure digital and written content is accurate, usable, and consistent across channels. This position plays a key role in supporting the Commission by being responsive to customers, generating revenue, influencing WSSC Water’s reputation, and advancing our Smart One Water Mission.

Essential Functions

Develop and maintain customer journey maps and service blueprints to ensure consistent experiences across all channels

Develop customer-listening programs ( VOC , surveys, analytics, complaint trends) to identify experience gaps and improvement opportunities proactively

Oversee end-to-end CX metrics, including effort scores, journey performance, and satisfaction by interaction type

Partner with product management and IT to ensure customer-facing systems (web, C2M, CRM , IVR , self-service tools) support intuitive, efficient customer pathways

Collaborate with communications to ensure web, knowledge base, and customer communications content is accurate and aligned with process realities

Lead cross-functional governance to ensure process, policy system, and communication updates stay aligned and synchronized

Design and implement a customer experience roadmap aligned with WSSC Water goals, regulatory requirements, and community goals

Lead initiatives to improve billing clarity, service transparency, and ease of doing business with WSSC Water

Builds excellent working relationships with all WSSC water customers, including residential and commercial customers, as well as the plumbing and development communities and local government officials

Evaluates the customer service department’s business processes, identifies improvement areas, analyzes root causes of business issues, and develops corrective action recommendations

Develop and maintain policies for customer inquiries, complaints, service requests, and communications

Analyze customer data, trends, and feedback to identify root causes and improvement opportunities

Monitor workforce scheduling functions to ensure service levels, response times, and quality standards are consistently met;

Monitor customer satisfaction metrics and drive improvements across the customer journey

Develop dashboards and reports for customer service leadership, including KPIs, call volumes, complaint trends, and service performance

Supervises customer experience staff, including selecting, or recommending selection, training, assigning, and evaluating work, counseling, disciplining, and/or termination or recommending termination

Monitor all customer service department systems and customer-facing applications and ensure that they operate efficiently and are accessible

Other Functions

Manage audits, updates, and maintenance of IOPs, SOPs, workflow, and business design documents to ensure they accurately reflect current business processes and procedures

Prepare documentation, slides, and reports for audits, commission meetings, and community outreach events

Foster a culture of empathy, accountability, and continuous learning

Assist with the development and facilitation of training

Provide coaching and performance management to ensure high-quality service delivery

Performs other related duties as assigned

Work Environment And Physical Demands

Business casual work environment.

Required Knowledge, Skills, And Abilities

Demonstrated experience in mapping and improving end-to-end customer processes

Experience partnering with IT/Product teams on system requirements, user experience, or technology-enabled service design

Strong knowledge of CX methodologies, customer-insight tools, and performance measurement

Ability to analyze qualitative and quantitative customer data to identify trends and opportunities

Ability to gain extensive knowledge of WSSC Water operations and regulations, standard procedures, and policies

Ability to gain strong knowledge of billing systems and application software, especially C2M, complaint management system, call center applications, and others

Ability to gain extensive knowledge of the operations, programs, and objectives of the customer service team

Ability to provide leadership and direction to assigned staff

Ability to plan, manage, and coordinate the activities of a complex, diversified customer relations organization

Excellent communication, facilitation, and cross-functional leadership skills

Strong analytical, quantitative, and problem-solving skills

Minimum Education, Experience Requirements

Bachelor’s degree in Business, Public Administration, Design, Communications, or related field;

5+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives;

OR

High School Diploma;

8+ years of experience leading customer-experience, service-design, process-improvement, or customer-journey initiatives.

Apply Now

Refine Your Search

client relations manager jobs in baltimore, md

Manager, Customer Experience

Client Success Manager (Hybrid - Hampden, Baltimore)

Customer Business Manager I (remote)

Client Relationship Manager

Client Relationship Manager

Senior Manager Operations, Alsense(R)

HVAC Account Manager

Entry Level Sales Manager

Account Manager (B2B Sales) - Towson, MD

Account Manager (B2B Sales) - Calverton, MD

Lead Consultant, Client Communications

National Account Manager

Intake Manager

Regional Account Manager - SFNC - Delaware/East Shore

Customer Service Supervisor

Sr. Account Manager

Account Mgr, USAF, USAF

Client Relationship Manager

Account Manager I

Client & Account Manager

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