Client Experience Manager

Net at Work

. Own and proactively manage a defined book of Managed Services clients .

Posted 9/17/2026full-timeRemote • United StatesMid-LevelSenior💰 $75,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client relationship management, focusing on retention, satisfaction, and revenue preservation within Managed Services environments. Proficient in leveraging technology and operational strategies to enhance service delivery and client outcomes.

Highest-signal resume keywords

Client Success ManagementManaged Services Relationship ManagementB2B Technology ServicesKPI Tracking and ReportingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementService Delivery StrategyClient Satisfaction MetricsRisk MitigationOperational Excellence

Soft Skills

Relationship BuildingCredibility and TrustCommunication SkillsStrategic PlanningProblem Solving

Tools & Technologies

CRM SoftwareAI ToolsTechnology Platforms

Industry Keywords

Managed Services ProviderIT ServicesCloud ServicesCybersecurityERP

Tech Stack

Tools & technologies

CloudCyber SecurityERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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