Client Experience Specialist

<p>OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. We help new and established companies get fast access to the funds they need for daily operations. As a Private Equity backed FinTech company, we are looking to grow our best-in-class financial organization.&nbsp;</p> <p><em><strong>OTR has been recognized as a “Top Workplace” by the Atlanta Journal-Constitution since 2016!</strong></em></p> <p>As a <strong>Client Experience Specialist </strong>at OTR Solutions, you will champion the full journey our client's experience across all digital and communications touchpoints. Positioned within the Marketing org and reporting to the Demand Generation Manager, this role focuses on enhancing the experience clients have with our products, features, and services. The goal: increase usage, drive adoption, and improve satisfaction by making every client interaction smarter, more relevant, and more valuable.</p> <p><strong>Responsibilities:</strong></p> <p></p> <p><strong>Client Experience Communications</strong></p> <ul> <li>Design and execute communication strategies that elevate how and when we talk to clients—across email, SMS, in-app, push, and future channels.</li> <li>Maintain a high standard of communication relevance, clarity, and timing, with a focus on driving action and satisfaction.</li> <li>Partner with the Product team to execute messaging plans for product launches, updates, and feature enhancements.</li> </ul> <p><strong>Digital Journey Management</strong></p> <ul> <li>Own the in-app and web-based client experience, including resource centers, onboarding flows, educational touchpoints, and transactional journeys.</li> <li>Collaborate with Product and Design to streamline UI/UX and remove friction from digital interactions.</li> <li>Use platforms like Pendo to strategically surface content, promote features, and improve client understanding of value-added tools.</li> </ul> <p><strong>Product Usage &amp; Feature Adoption</strong></p> <ul> <li>Leverage data to identify usage gaps and create targeted messaging to drive product adoption—especially for tools like Fuel Finder, Wallet/Split Pay, BOLT, and OTR Clutch.</li> <li>Translate adoption opportunities into seamless client experiences that encourage ongoing engagement and repeat usage.</li> </ul> <p><strong>Experience Monitoring &amp; Insights</strong></p> <ul> <li>Build feedback loops through surveys, behavior analysis, and engagement metrics to guide continuous improvement.</li> <li>Partner with Ops and Product to ensure client experience feedback is funneled into roadmaps and team conversations.</li> <li>Define and track KPIs related to client experience, retention, and feature utilization.</li> </ul> <p><strong>Cross-Team Enablement</strong></p> <ul> <li>Act as an advocate for client perspective in cross-functional initiatives, ensuring Marketing, Product, and Ops efforts reflect an experience-first mindset.</li> <li>Support updates to operational communication flows (e.g., onboarding, referral prompts, funding options) to align with brand tone and client needs.</li> </ul> <p></p> <p><strong>What we look for:</strong></p> <ul> <li>1-2 years corporate marketing experience</li> <li>Bachelor’s degree in Marketing or related field</li> <li>Proven organization to meet the challenge of multitasking and delivering to tight deadlines.</li> <li>Exceptional writing skills, with a passion for storytelling and an understanding of messaging to achieve results.</li> <li>Interest in AI and newer technologies&nbsp;</li> <li>Team player with multi-tasking and prioritizing abilities</li> </ul> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m"><strong>Perks and Benefits:</strong> &nbsp;</div> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">&nbsp;</div> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">&nbsp; &nbsp;OTR provides a competitive, comprehensive compensation package for our full-time employees: &nbsp;&nbsp; &nbsp;</div> <ul class="RichTextList-bulleted"> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Eligibility for Individual and Company bonus programs &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Medical, Dental, Vision, Life/ AD&amp;D Insurance, Short-Term Disability &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Pet Insurance, Paid Family Leave, Employee Assistance Program &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Fully Paid Maternity Leave &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">401(k) with Company Matching &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Generous PTO, Sick/Mental Health Days, Flex Holidays + Company Paid Holidays</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Travel Stipend to support Work Life Balance</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Leadership Development and Training</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Continuous Learning + Professional enhancements</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Weekly Catered Lunches + Casual Dress Code&nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Company Paid Fitness Membership &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Volunteer Days and Opportunities with Company-Partnered Charities &nbsp;</div> </li> <li> <div class="RichText3-paragraph--withVSpacingNormal RichText3-paragraph Typography Typography--m">Internal Inclusion programs </div> </li> </ul> <p>&nbsp;</p> <p>OTR’s mission is to create exceptional value for our clients by providing industry leading financing and back-office solutions. Three pillars that are crucial to supporting that mission are outstanding customer service, technology that creates efficiency for ourselves and our customers, and a culture that provides the opportunity for employees to achieve greatness.</p> <p>OTR Solutions is an Equal Opportunity Employer</p> <p>&nbsp;</p> <p>&nbsp;</p>