Strategic MSP Client Experience Leader

netatwork; United States; On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Health, Dental, Vision

401k with matching

Paid Time Off (15 days/year)

Wellness Program Offerings

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 within a defined portfolio.

The CEM will act as the primary relationship owner, collaborating with Service Delivery and Support leadership to align outcomes with client objectives, protect recurring revenue, and identify opportunities for expanded service adoption across a managed services landscape.

Qualifications

• 3–5+ years in a client-facing role such as Client Success, Account Management, or Consulting.
• Experience in MSP or recurring technology services preferred.
• Proven track record in retention, client satisfaction, and revenue preservation.
• Experience leading client business reviews and escalation coordination.
• Experience in B2B technology services or ERP/cloud/cybersecurity preferred.

Responsibilities

• Own and manage a defined book of Managed Services clients and drive retention.
• Build relationships with IT leaders and executives to ensure alignment.
• Lead quarterly business reviews, service reviews, and strategic planning.
• Collaborate with Service Delivery Managers and Support leadership to ensure alignment.
• Identify opportunities for service adoption and upsell with sales teams.
• Maintain CRM records and monitor retention KPIs.

Skills

Relationship management

Executive presence

Communication skills

Cross-functional collaboration

Strategic thinking

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 within a defined portfolio.

The CEM will act as the primary relationship owner, collaborating with Service Delivery and Support leadership to align outcomes with client objectives, protect recurring revenue, and identify opportunities for expanded service adoption across a managed services landscape.