Strategic Client Experience Lead — Managed Services

Net at Work; United States; On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health benefits

401k matching

Paid time off

Paid holidays

Job summary

Net at Work is seeking a Client Experience Manager (CEM) for Managed Services to drive client retention, service adoption, and long-term relationship growth across a defined portfolio. Acting as a strategic partner, you will collaborate with Service Delivery Managers and Support leadership to ensure alignment, proactive communication, and effective escalation management.

The CEM will protect recurring revenue, identify opportunities for expanded service adoption, and influence retention outcomes

Qualifications

• 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.

Responsibilities

• Own a defined book of Managed Services clients and align engagement strategies 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.
• Develop and maintain account and service strategy plans that support retention, service adoption, and long‑term partnership growth.
• Maintain accurate CRM records, track engagement activities, risks, escalations, and account plans.

Skills

Client relationship

Account management

Stakeholder communication

CRM proficiency

Strategic planning

Problem solving

Job description

Net at Work is seeking a Client Experience Manager (CEM) for Managed Services to drive client retention, service adoption, and long-term relationship growth across a defined portfolio. Acting as a strategic partner, you will collaborate with Service Delivery Managers and Support leadership to ensure alignment, proactive communication, and effective escalation management.

The CEM will protect recurring revenue, identify opportunities for expanded service adoption, and influence retention outcomes