Client Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and actively manage a designated portfolio of Managed Services clients.

• Act as the main relationship manager and trusted advisor for the assigned clientele.

• Align client business goals with the outcomes of managed service delivery.

• Cultivate connections with IT executives, operational stakeholders, and senior contacts.

• Facilitate Quarterly Business Reviews, service assessments, operational check-ins, and strategic planning sessions.

• Collaborate with Service Delivery Managers, Support leadership, and internal operational teams.

• Formulate and uphold account and service strategy plans.

• Identify and address client risks, service issues, and relationship obstacles.

• Track client health metrics, service engagement patterns, support activities, and feedback.

• Coordinate cross-departmental responses during service escalations.

• Advocate for enhanced service experiences and operational excellence internally.

• Discover opportunities to broaden service adoption and support cross-selling and upselling initiatives.

• Assist in renewal preparedness by documenting client value and addressing retention threats.

• Maintain precise CRM records, including health metrics, engagement efforts, risks, escalations, and account strategies.

• Monitor retention, engagement, and client satisfaction KPIs.

• Observe operational trends and recurring challenges to enhance client results.

• Contribute client insights to ongoing improvement projects.

• Utilize AI tools and technology platforms to boost efficiency and operational effectiveness.

⛳️ Requirements

• 3–5+ years in a client-facing position such as Client Success, Account Management, Technical Account Management, Managed Services Relationship Management, or Consulting.

• Experience in supporting clients within a Managed Services Provider (MSP) or recurring technology services setting is highly preferred.

• Demonstrated success in managing a business portfolio with quantifiable retention, client satisfaction, and revenue preservation results.

• Experience in leading client business reviews, service evaluations, and escalation coordination activities.

• Ability to establish credibility and trust with technical stakeholders, operational leaders, and executive contacts.

• Experience in B2B technology services, IT services, ERP, cloud, cybersecurity, or technology consulting environments is strongly preferred.

• Customer authorization may be needed for access to client information, systems, and/or premises.

🏝️ Benefits

• Bonus eligibility.

• Medical, dental, and vision coverage.

• Accident, critical illness, and hospital indemnity insurance.

• Employee Assistance Program (EAP).

• Life and AD&D insurance.

• Short- and long-term disability insurance.

• Flexible Spending Accounts.

• Transportation and parking accounts.

• Health Savings Account with company contribution.

• 401(k) with matching contributions.

• Legal benefits.

• Identity theft protection.

• Pet insurance.

• Wellness program offerings.

• Accrued paid time off per pay period, starting at 15 days annually.

• 8 paid holidays each year, including 1 floating holiday.