Strategic Client Experience Manager

ACA Group; Pittsburgh (Allegheny County); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Bonus program

Pension

Private medical insurance

Employee assistance programme

Gym membership

Job summary

ACA Group is seeking a Client Experience Relationship Manager to support high‑quality experiences for Managed Services clients. You will collaborate with clients, delivery teams, and the Client Experience Director to ensure services are delivered effectively and client needs are understood.

You will build relationships, onboard new clients, align expectations, and translate feedback into actionable improvements.

Qualifications

• Bachelor’s degree required
• Minimum of 4 years of experience in client service, consulting, account management, or delivery roles
• Proven track record of managing large strategic accounts

Responsibilities

• Build and maintain strong working relationships with client stakeholders
• Serve as day‑to‑day point of contact for assigned clients within your service line
• Ensure clear, consistent communication on deliverables, timelines, and expectations
• Support onboarding of new clients and ensure a smooth transition into delivery
• Help align client expectations with how services are delivered
• Ensure continuity of experience as services evolve
• Work with analysts and delivery teams to understand and meet client needs
• Translate client feedback into actionable inputs for delivery teams
• Identify and escalate issues that may impact client experience
• Develop understanding of your service line, offerings, delivery model, and value drivers
• Bridge client needs with service line capabilities
• Identify opportunities to expand services with clients and support expansion efforts
• Identify patterns or issues and contribute to improvements in service delivery and communication

Skills

Relationship building

Client service

Communication

Delivery coordination

Cross-functional collaboration

Education

Bachelor's degree

Job description

ACA Group is seeking a Client Experience Relationship Manager to support high‑quality experiences for Managed Services clients. You will collaborate with clients, delivery teams, and the Client Experience Director to ensure services are delivered effectively and client needs are understood.

You will build relationships, onboard new clients, align expectations, and translate feedback into actionable improvements.