Remote Client Experience Champion

Visual Edge Technology; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health benefits

Vision/dental

401(k) match

Paid time off

Life insurance

Employee assistance program

Job summary

Visual Edge IT is seeking a Client Experience Advocate to serve as the primary advocate for Managed Services clients, resolving high-priority issues and strengthening executive relationships. In this remote role, you will collaborate across Sales, Service Delivery, Operations, and Support to continuously improve the customer journey, identify opportunities, and drive accountability.

Join a solutions-driven culture dedicated to delivering exceptional client experiences by building trusted

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field preferred.
• 5+ years of experience in Client Success, Customer Experience, Account Management, Managed Services, or similar.
• Experience managing high-priority customer escalations and driving successful outcomes.
• Strong relationship-building, communication, and conflict resolution skills.
• Ability to confidently communicate with executive-level customers and internal stakeholders.
• Strong analytical mindset with the ability to identify trends, interpret customer data, and recommend improvements.
• Experience using CRM, ticketing, or service management platforms.
• Experience within a Managed Services Provider (MSP) environment is strongly preferred.
• Knowledge of customer journey mapping, client experience methodologies, or customer success best practices is a plus.

Responsibilities

• Serve as the primary 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.
• Analyze recurring issues and lead initiatives that enhance service quality and reduce future escalations.
• 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

Customer success experience

Relationship-building

Communication skills

Executive communication

Analytical mindset

CRM experience

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

CRM systems

Job description

Visual Edge IT is seeking a Client Experience Advocate to serve as the primary advocate for Managed Services clients, resolving high-priority issues and strengthening executive relationships. In this remote role, you will collaborate across Sales, Service Delivery, Operations, and Support to continuously improve the customer journey, identify opportunities, and drive accountability.

Join a solutions-driven culture dedicated to delivering exceptional client experiences by building trusted