Client Experience Manager

Summary

Net at Work is a technology advisor and solution provider offering ERP, HCM, CRM, implementation, and managed services to small and mid-size businesses. The Client Experience Manager for Managed Services owns client relationships, drives retention and service adoption, manages risks and escalations, and identifies opportunities for expanded service engagement.

Responsibilities

• Own and proactively manage a defined book of Managed Services clients, with engagement strategies aligned to account tiering and client needs
• Serve as the primary relationship owner and trusted advisor for assigned clients, ensuring alignment between client business objectives and managed service delivery outcomes
• Build and maintain strong relationships with IT leaders, operational stakeholders, and executive contacts by demonstrating business acumen, responsiveness, and operational credibility
• Lead structured client engagement cadences including Quarterly Business Reviews QBRs), service reviews, operational check-ins, and strategic planning discussions
• Partner closely with Service Delivery Managers, Support leadership, and internal operational teams to ensure consistent communication, alignment, and client advocacy
• Develop and maintain account and service strategy plans that support retention, service adoption, and long-term partnership growth
• Protect and grow recurring revenue by proactively identifying and mitigating client risks, service concerns, and relationship challenges
• Monitor client health indicators, service engagement trends, support activity, and qualitative feedback to identify potential retention risks early
• Coordinate cross-functional response efforts during service escalations, ensuring timely communication, accountability, and resolution alignment across internal teams and client stakeholders
• Act as the voice of the client internally, advocating for improved service experiences, proactive communication, and operational excellence
• Drive strong client satisfaction outcomes by ensuring clients feel supported, informed, and aligned throughout their managed services engagement
• Identify opportunities to expand service adoption and align additional solutions to evolving client business and operational needs
• Partner with Inside Sales and Account Management teams to surface qualified cross-sell and upsell opportunities while maintaining primary accountability for relationship health and client advocacy
• Promote awareness and adoption of the broader Net at Work services portfolio through insight-driven client engagement
• Support renewal readiness efforts by maintaining strong client relationships, documenting client value, and proactively addressing risks that could impact retention outcomes
• Maintain accurate and current CRM records, including client health indicators, engagement activities, risks, escalations, and account plans
• Track and report progress against key retention, engagement, and client satisfaction KPIs
• Monitor operational trends, recurring issues, and service engagement patterns to proactively improve client outcomes and retention
• Contribute to continuous improvement initiatives by sharing client insights and advocating for enhancements to service delivery, communication, and operational processes
• Leverage AI tools and technology platforms to improve efficiency, client insight generation, and operational effectiveness

Skills

• 3–5+ years in a client-facing role such as Client Success, Account Management, Technical Account Management, Managed Services Relationship Management, or Consulting
• 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 supporting clients within a Managed Services Provider (MSP) or recurring technology services environment strongly preferred
• Experience in B2B technology services, IT services, ERP, cloud, cybersecurity, or technology consulting environments strongly preferred

Qualifications

Must Haves

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

Nice to Haves

• Experience supporting clients within a Managed Services Provider (MSP) or recurring technology services environment strongly preferred
• Experience in B2B technology services, IT services, ERP, cloud, cybersecurity, or technology consulting environments strongly preferred

Benefits

• This position is also eligible for a bonus in accordance with the terms of the Company's plan.
• Health and Welfare (Medical, Dental, Vision)
• Accident, Critical Illness, and Hospital Indemnity
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Short- and Long-Term Disability Insurance
• Flexible Spending Accounts
• Transportation and Parking Accounts
• Health Savings Accounts (with company contribution)
• Retirement Planning (401k with matching contribution)
• Legal Benefits
• Identity Theft Protection
• Pet Insurance
• Wellness Program Offerings
• Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
• 8 Paid Holidays per year, including 1 floating holiday.