Client Experience Advocate — Elevate Partner Success

Visual Edge IT; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

PTO

Paid holidays

Job summary

Visual Edge IT is seeking a Client Experience Advocate to lead high-priority client escalations and strengthen executive relationships across our nationwide managed services practice. You will partner with Sales, Service Delivery, Operations, and Support to deliver a seamless client journey and measurable improvements in satisfaction and retention.

The role emphasizes proactive communication, accountability, and driving best practices to elevate the customer experience for MSP clients across the

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
• 5+ years of experience in Client Success, Customer Experience, Account Management, Managed Services, or a similar customer-facing role.
• Experience managing high-priority customer escalations and driving successful outcomes.
• Experience using CRM, ticketing, or service management platforms.
• Experience within a Managed Services Provider (MSP) environment is strongly preferred.

Responsibilities

• Serve as the primary point of contact for high-priority client escalations, owning issues from initial intake through successful resolution.
• Build trusted relationships with clients by providing proactive communication, transparency, and exceptional follow-through.
• Partner with Sales, Service Delivery, Operations, and Support teams to ensure a seamless and consistent client experience.
• Monitor customer satisfaction, retention, and engagement metrics to identify trends and improvement opportunities.
• Advocate for clients internally by driving accountability and ensuring commitments are fulfilled across departments.
• Develop and promote best practices, standards, and processes that elevate the overall customer experience.
• Communicate confidently with client leadership and executive stakeholders, providing updates, recommendations, and strategic guidance.
• Prepare reports and insights that help leadership understand customer health, satisfaction, and service performance.
• Champion a customer-first culture by continuously identifying opportunities to improve every stage of the client journey.

Skills

Client relationships

Executive communication

Conflict resolution

CRM platforms

MSP knowledge

Analytical mindset

Education

Bachelor's degree in Business

Tools

CRM platforms

Job description

Visual Edge IT is seeking a Client Experience Advocate to lead high-priority client escalations and strengthen executive relationships across our nationwide managed services practice. You will partner with Sales, Service Delivery, Operations, and Support to deliver a seamless client journey and measurable improvements in satisfaction and retention.

The role emphasizes proactive communication, accountability, and driving best practices to elevate the customer experience for MSP clients across the