OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management solutions. As a Client Experience Specialist, you will enhance the client journey across various digital and communication touchpoints, focusing on improving product usage and client satisfaction.
Design and execute communication strategies that elevate how and when we talk to clients—across email, SMS, in-app, push, and future channels
Maintain a high standard of communication relevance, clarity, and timing, with a focus on driving action and satisfaction
Partner with the Product team to execute messaging plans for product launches, updates, and feature enhancements
Own the in-app and web-based client experience, including resource centers, onboarding flows, educational touchpoints, and transactional journeys
Collaborate with Product and Design to streamline UI/UX and remove friction from digital interactions
Use platforms like Pendo to strategically surface content, promote features, and improve client understanding of value-added tools
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
Translate adoption opportunities into seamless client experiences that encourage ongoing engagement and repeat usage
Build feedback loops through surveys, behavior analysis, and engagement metrics to guide continuous improvement
Partner with Ops and Product to ensure client experience feedback is funneled into roadmaps and team conversations
Define and track KPIs related to client experience, retention, and feature utilization
Act as an advocate for client perspective in cross-functional initiatives, ensuring Marketing, Product, and Ops efforts reflect an experience-first mindset
Support updates to operational communication flows (e.g., onboarding, referral prompts, funding options) to align with brand tone and client needs
Qualification
Required
1-2 years corporate marketing experience
Bachelor's degree in Marketing or related field
Proven organization to meet the challenge of multitasking and delivering to tight deadlines
Exceptional writing skills, with a passion for storytelling and an understanding of messaging to achieve results
Interest in AI and newer technologies
Team player with multi-tasking and prioritizing abilities
Preferred
Benefits
Eligibility for Individual and Company bonus programs
