Client experience manager

About this 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.

Job Responsibilities

Client Engagement & Relationship 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.

Retention & Risk Management

• 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.

Growth & Revenue Enablement

• 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.

Operational Excellence

• 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.

Job 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 Requirements

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.

Core Competencies

• 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.

Compensation and Benefits

Base salary range: $75,000 to $95,000. This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws.

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• 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.

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until October 15, 2026 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.