Client Experience Manager

🕒 September 17

🇺🇸 United States – Remote

💵 $75k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Net at Work

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏭 Manufacturing

📦 Logistics

Consulting • Manufacturing • Logistics

Net at Work is a technology solutions provider that helps small and medium-sized businesses enhance their operations through transformative use of technology. They offer a wide range of services including ERP implementation, CRM solutions, IT managed services, cloud hosting, and strategic advisory services. Net at Work focuses on unlocking the power of next-generation technology to improve business efficiency, employee experience, and customer engagement. By aligning technology with business needs, they assist companies in various industries including Chemicals, Construction, Healthcare, and more, to optimize their performance and unleash their potential.

📋 Description

• Own and proactively manage a defined book of Managed Services clients • Serve as the primary relationship owner and trusted advisor for assigned clients • Align client business objectives with managed service delivery outcomes • Build relationships with IT leaders, operational stakeholders, and executive contacts • Lead Quarterly Business Reviews, service reviews, operational check-ins, and strategic planning discussions • Partner with Service Delivery Managers, Support leadership, and internal operational teams • Develop and maintain account and service strategy plans • Identify and mitigate client risks, service concerns, and relationship challenges • Monitor client health indicators, service engagement trends, support activity, and feedback • Coordinate cross-functional responses during service escalations • Advocate internally for improved service experiences and operational excellence • Identify opportunities to expand service adoption and support cross-sell and upsell efforts • Support renewal readiness by documenting client value and addressing retention risks • Maintain accurate CRM records, including health indicators, engagement activities, risks, escalations, and account plans • Track retention, engagement, and client satisfaction KPIs • Monitor operational trends and recurring issues to improve client outcomes • Contribute client insights to continuous improvement initiatives • Leverage AI tools and technology platforms to improve efficiency and operational effectiveness

🎯 Requirements

• 3–5+ years in a client-facing role such as Client Success, Account Management, Technical Account Management, Managed Services Relationship Management, or Consulting • Experience supporting clients within a Managed Services Provider (MSP) or recurring technology services environment strongly preferred • Proven track record managing a book of business with measurable retention, client satisfaction, and revenue preservation outcomes • Experience leading client business reviews, service reviews, and escalation coordination efforts • Ability to build 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 strongly preferred • Customer approval may be required for access to customer information, systems, and/or premises

🏖️ Benefits

• Bonus eligibility • Medical, dental, and vision insurance • 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 contribution • Legal benefits • Identity theft protection • Pet insurance • Wellness program offerings • Paid time off accrued per pay period, starting at 15 days annually • 8 paid holidays per year, including 1 floating holiday

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