Manager, Client Experience at Net at Work

, , United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

125000.0

Posted On

10 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

People Leadership, Strategic Communication, Escalation Ownership, Cross-Functional Collaboration, Analytical Acumen, Client Centricity, Coaching, Performance Management, Data Analysis, Client Advocacy, Collaboration, KPI Monitoring, Mentoring, Problem Solving, Relationship Building, CRM Proficiency

Industry

IT Services and IT Consulting

Description

About this Position The Manager, Client Experience is a people leader responsible for guiding, developing, and enabling a team of Client Experience Managers (CEMs) to deliver extraordinary outcomes for Net at Work’s clients. This role plays a critical part in our CX transformation by ensuring team performance against key retention, engagement, and growth metrics while fostering a culture of client centricity and cross-functional collaboration. The Manager serves as both coach and escalation leader: empowering CEMs to build trusted advisor relationships, while personally stepping in to resolve complex client issues. Acting as a connector across Sales, Consulting, Support, and Operations, this role ensures our clients consistently experience value, advocacy, and strategic alignment. Job Responsibilities Team Leadership & Development Lead and manage a team of CEMs across all account tiers and business units. Conduct weekly 1:1’s with each team member, balancing coaching, accountability, and career development. Foster a culture of Client Champion values, emphasizing proactive engagement, value delivery, and trusted relationships. Mentor both seasoned and developing CEMs, tailoring support to their career stage and skill level. Performance and Execution Oversight Ensure team adherence to engagement cadences (100% touchpoints quarterly, 100% EBR completion). Drive accountability by monitoring KPIs and proactively addressing performance gaps. Analyze and report on team performance data to share insights, identify opportunities for improvement, and guide upskilling efforts. Partner with the Director, Client Experience to translate strategy into scalable execution. Maintain alignment with CX strategy and serve as advocates for Client Champion values. Client Escalations & Advocacy Serve as a critical point of escalation for high-risk or complex client situations. Own resolution paths by partnering cross-functionally with Support, Sales, Billing, and Practice Leads. Ensure risks are flagged, tracked, and actively managed within Dynamics, holding the team accountable for consistent use of systems and tools, with clear action plans for recovery. Act as an advocate for the voice of the client, escalating themes and trends to leadership. Cross-Functional Leadership Partner closely with Sales and Account Management to ensure seamless handoff and collaboration on expansion opportunities. Collaborate with Practice Directors, Consulting Managers, and Marketing to support surveys, client campaigns, and enablement initiatives. Contribute to CX strategy evolution by sharing VOC insights, client trend analysis, and process improvement recommendations. Key Metrics & KPIs KPIs will be determined and outlined on a quarterly basis, reflecting company priorities and client needs. Leaders will be accountable for team-level performance outcomes, including retention, engagement, growth, and client satisfaction. Additional measures include: % of team achieving KPI targets, quality of coaching (measured via feedback), team engagement and retention, and alignment to Client Champion values. Job Requirements 5+ years in a Customer Success, Account Management, or Consulting leadership role, with experience managing client-facing professionals. Proven track record of delivering against retention, expansion, and engagement metrics. Demonstrated success managing escalations and influencing executive-level stakeholders. Strong collaboration skills across multiple business units in a complex organization. Proficiency with CRM systems (Dynamics preferred) and curiosity around emerging CX tools. Customer Requirements This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function. Core Competencies People Leadership: Skilled at coaching, motivating, and performance managing diverse team members. Strategic Communication: Able to influence up, down, and across the organization with clarity and credibility. Escalation Ownership: Resilient and composed in high-stakes client situations, driving resolution with urgency. Cross-Functional Collaboration: Strong ability to build trust and alignment across Sales, Consulting, Marketing, and Operations. Analytical Acumen: Uses data to guide decisions, identify risks, and measure success. Client Centricity: Deep commitment to exceeding client expectations and consistently anticipating needs. Compensation and Benefits Base salary range: $105,000 to $125,000. This position is also eligible for a bonus in accordance with the terms of the Company's plan. Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws. We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life: Health and Welfare (Medical, Dental, Vision) Accident, Critical Illness, and Hospital Indemnity Employee Assistance Program (EAP) Life and AD&D Insurance Short- and Long-Term Disability Insurance Flexible Spending Accounts Transportation and Parking Accounts Health Savings Accounts (with company contribution) Retirement Planning (401k with matching contribution) Legal Benefits Identity Theft Protection Pet Insurance Wellness Program Offerings Paid Time Off, accrued per pay period based on years of service starting at 15 days annually. 8 Paid Holidays per year, including 1 floating holiday. The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. The Company expects to accept applications for this position until [45 days after the initial posting date] but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions. EOE/Diversity & Inclusion Statement Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind. Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Responsibilities

The Manager, Client Experience leads a team of Client Experience Managers to ensure exceptional outcomes for clients. This role involves coaching, performance oversight, and acting as an escalation point for complex client issues.