Grant Thornton is seeking a Retention & Expansion (Cross-sell) (Manager) to join the team. Approved office locations can be found below. 

As the Retention & Expansion Experience Manager in our Connected Sales & Marketing function, you will get the opportunity to design and optimize post-sale client experiences during the retention & expansion phase of our client journey. You will be responsible for designing end-to-end client-centric experiences that are intuitive, thoughtful, pragmatic, and follow UI/UX design best practices. You’ll design these experiences using the direct perspectives of external clients and internal clients (including firm leadership, staff, etc.). You'll collaborate with cross-functional teams to translate designs into technical requirements to implement and deliver the experience. From day one, you'll be empowered by our collaborative culture and platforms to create meaningful experiences that resonate with clients and deliver measurable business outcomes.

Your Day-to-Day May Include:

Leading the design of end-to-end experiences for the retention & expansion stage (post-sales) Analyzing customer insights (from external and internal clients) and behavioral data to identify pain points and opportunities for experience optimization Creating user flows, journey maps, and experience specifications that guide implementation across platforms Soliciting feedback and updating design iterations Translating complex business requirements into intuitive, brand-aligned experience solutions and technical requirements Partnering with Platform teams, Analytics, or others to translate experience designs into technical requirements for web, CRM, marketing automation, third-party platforms, etc. Collaborating with Experience counterparts to ensure seamless transitions and integration across the full client lifecycle Communicating experience to business stakeholders through intuitive presentations and consumable deliverables Staying current on industry best practices and emerging trends in B2B client experience design Other duties as assigned

You Have the Following Technical Skills and Qualifications:

Bachelor's degree in Marketing, Business, CX Design, or related field; MBA or Master's degree preferred 4-6 years of experience in client/customer experience design, digital marketing, or strategy consulting Demonstrated expertise in journey mapping, service design, and user experience methodologies Strong understanding of marketing technology platforms including CRM, marketing automation, and content management systems Experience with data analysis and using insights to drive experience improvements Excellent communication skills with the ability to translate complex concepts for diverse audiences Exceptional project management capabilities and attention to detail Strong leadership skills with experience managing small teams and influencing cross-functional partners Strategic thinking with the ability to align experience designs to business objectives Can travel as needed

 

The base salary range for this position in the firm’s Chicago, IL, Downers Grove, IL, Denver, CO and Baltimore, MD offices only is between $104,000 and $156,000 per year. 

The base salary range for this position in the firm’s Washington, DC, Bellevue, WA, Los Angeles, CA, Newport Beach, CA San Diego, CA, and New York, NY offices only is between $112,300 and $168,500 per year.

The base salary range for this position in the firm’s San Francisco, CA and San Jose, CA offices only is between $119,600 and $179,400 per year.