Client Experience Manager

Net at Work

21h•$75,000 - $95,000

About The Position

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. The CEM serves as the primary relationship owner for assigned accounts, helping clients maximize the value of their managed services engagement while protecting recurring revenue and identifying opportunities for expanded service adoption. While commercial transactions and renewals are supported by dedicated sales and renewal teams, the CEM plays a critical role in influencing retention and growth outcomes through trusted client relationships, proactive risk management, and insight-driven engagement. This role is focused on long-term client retention, operational partnership, and strategic relationship management within a Managed Services environment. Success in this role requires strong relationship-building skills, operational awareness, executive presence, and the ability to communicate credibly with both technical and business stakeholders.

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.
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.

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.