Job description

Job Description:

The Client Experience & Time Integrity Specialist is a critical role focused on ensuring accurate time management and optimizing client satisfaction. This position combines analytical and client relationship skills, making it ideal for someone detail-oriented, proactive, and empathetic. As a specialist, you'll play a central part in maintaining our time-tracking integrity of all billable, operational roles, refining processes, and driving positive client experiences. This role will also work closely with the finance department, identifying gaps in the ideal client experience in billing and accounts receivable.

Responsibilities:

Time Review & Accuracy:

Audit and review time entries for accuracy, consistency, and alignment with project and service requirements.
Approve time entries and route to the finance team for client invoicing on a weekly cadence.
Collaborate with team members to clarify time entries, resolve discrepancies, and ensure compliance with company standards.
Prepare and deliver weekly reports on time-tracking accuracy and identify trends or areas needing improvement.

Client Experience Enhancement:

Act as a primary contact for Client Relationship Managers and Project Managers as well as direct contact with clients for feedback regarding time tracking and invoicing issues, handling inquiries professionally and empathetically.
Support the Client Experience team with billing discrepancies and identifying processes to resolve billing errors.
Develop and implement client satisfaction surveys and analyze feedback to improve client experience regarding time entry and billing.
Work with the professional services, service delivery and client relationship management teams to ensure client expectations are met and any issues are proactively resolved.

Process Improvement & Training:

Identify and recommend process improvements to enhance time tracking, project transparency, remove bureaucracy, and overall client satisfaction.
Create and deliver training sessions for employees on time entry standards, client communication best practices, and feedback handling.

Performance Metrics & Reporting:

Track and report on key metrics related to time accuracy and client satisfaction.
Provide actionable insights and recommendations to management to support tactical and strategic decision-making.

Additional Responsibilities:

Actively participate in team meetings, contributing to a growth minded culture.
Maintain consistent, timely and professional communication with clients and colleagues.
Additional duties as required.

Performance Deliverables:

Time Accuracy: Measures the percentage of time entries submitted to finance for client billing that are error-free and accurately reflect the terms of the agreement/project terms.
Timeliness of Review: Track how quickly time entries are submitted and reviewed.
Client Satisfaction: Assess client satisfaction with the invoicing process including clarity of invoices, format of time entries, responsiveness to inquiries, and dispute resolution.

Education Requirements, Skills, and Knowledge:

Attention to Detail: Time review involves handling various details, such as agreement terms and scopes of work.
Analytical Thinking: Need to analyze and interpret complex agreement terms and conditions, ensuring that time review reflects the agreed-upon terms.
Knowledge of Time Entry Systems: Proficiency in using billing software and systems is important for efficiently reviewing time entries and managing customer inquiries.
Communication Skills: Effective communication is essential when interacting with clients, internal teams, and stakeholders.
Organization and Time Management: Strong organizational skills and the ability to prioritize tasks help in managing workload effectively and meeting deadlines.
Problem-Solving: Should be skilled in problem-solving, using critical thinking to identify root causes, propose solutions, and prevent future issues.
Knowledge of Contract Terms: Familiarity with contract terminology is important for accurate time review.
Customer Service: Strong customer service skills, including empathy, professionalism, and effective communication, contribute to positive client experiences and satisfaction.
Team Player: Working with immediate and cross team members is critical to success.