Client Experience & Community Manager at Leanx Support and Consulting

Summary

• The Client Experience & Community Manager is responsible for building strong, long-term relationships with clients while managing and nurturing the Leanx community.
• This role ensures customers receive excellent support, stay engaged, and derive continuous value from Leanx services. You will oversee client onboarding, engagement, retention, and community management across platforms.

Key Responsibilities

• Serve as the primary point of contact for all client inquiries and escalations.
• Build strong, trusted relationships with clients to increase satisfaction and loyalty.
• Conduct onboarding sessions and training for new clients.
• Track client progress and ensure they are achieving expected results with Leanx Support services.
• Prepare monthly or quarterly client performance reports.
• Develop and manage the Leanx online community (WhatsApp, Telegram etc.).
• Ensure community guidelines and positive interactions are maintained.
• Create a content calendar for the community (tips, updates, product news, FAQs).
• Organize virtual events, webinars, and support workshops.
• Work with the support team to resolve technical or operational issues raised by clients.
• Document common client issues to improve internal processes and knowledge base.
• Track engagement metrics, community growth, and client satisfaction scores.
• Contribute to retention strategies and loyalty programs.
• Implement innovative ways to increase customer usage and participation.

Required Skills & Qualifications

• BSc in Communication, Marketing, or related field.
• 1–3 years' experience in customer success, client relationship management, or community management.
• Strong communication and interpersonal skills.
• Ability to multitask, prioritize, and manage multiple client accounts.
• Experience managing online communities and support channels.
• Excellent problem-solving and conflict-resolution skills.
• Tech-savvy; comfortable using CRM tools, support platforms, and automation tools.
• High emotional intelligence and customer empathy.