Client Experience Manager

At Net at Work, the Client Experience Manager (CEM) for Managed Services is responsible for driving client retention, service adoption, and long-term relationship growth across a defined portfolio of managed services clients. Acting as a strategic partner and operational liaison, the CEM works closely with clients, Service Delivery Managers, and Support leadership to ensure consistent service alignment, proactive communication, and effective escalation management.

• 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.

• 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.

This job may require access to customer information, systems, and/or premises.  As a result, this job may require customer approval for such access as an essential job function.

• Client Champion – Relentlessly exceed client expectations. Consistently anticipate needs to deliver valuable solutions and extraordinary outcomes.

• Problem Solver – Smart, analytical, inquisitive, knowledge-seeker that thrives on a challenge.
• Promise Keeper – Place high value on keeping our word and doing the right thing. Demonstrate honesty, integrity, and commitment.
• Collaborative Integrator –Team player, unifier, relationship-oriented, win-win seeker, exemplify the concept of relationships through trust and unity.
• Driven Intrapreneur – Exceed goals using independent creative thinking, optimism, self-confidence, and a can-do attitude.
• Inspiring Coach – Help employees, clients and partners using knowledge, expertise, experience, and situational fluency.