Manager, Client

Job Summary

The Manager, Client Experience (CXM) is responsible for overseeing and enhancing the day-to-day touchpoints of the client journey and shaping the strategic technical roadmap for clients within their assigned pod, ensuring a seamless, positive experience that fosters long-term loyalty and satisfaction. The CXM will lead and mentor a team focused on client support, relationship management, and strategic planning aiming to improve growth, retention, and customer success.

The CXM collaborates cross-functionally to identify areas for improvement, implement client feedback, and drive initiatives that align with the company’s overall client-centric goals.

Client Journey Optimization:

• Oversee the teams responsible for the technical roadmap, day-to-day relationships, and continuous improvement of the client base ensuring a seamless and positive experience throughout the entire client lifecycle.
• Work with Strategic Account Advisors and Client Success Managers to identify and secure client commitment to additional services for existing Managed IT Services clients.
• Work with Strategic Account Advisors and Client Success Managers to continuously advise clients on technology trends and opportunities within their environments.

Client Feedback & Insights:

• Collect, report, and act on client feedback to drive improvements across services.
• Identify pain points affecting customers and formulate strategies to correct procedural issues.

Cross-Functional Collaboration:

• Partner with internal teams (sales and service delivery) to ensure alignment on client expectations and to address issues proactively.

Client Retention & Success:

• Implement strategies that enhance client retention, reduce churn, and increase overall satisfaction, serving as a point of escalation for critical client concerns.
• Continually seek opportunities to increase client loyalty and advocacy and deepen client relationships.
• Perform systematic outreach calls to clients to improve client satisfaction.

Team Leadership:

• Manage and mentor a team of Strategic Account Advisors and Client Success Managers, fostering a culture of continuous learning and client-centric service.
• Develop and track performance indicators and professional development plans for team members.
• Ensures Strategic Account Advisors conduct regular SBRs and communicates with clients promptly and professionally.
• Actively manage both revenue pipeline and opportunities as well as churn risk to achieve budgetary targets.
• Actively contribute to the profitability of service delivery through agreement utilization management to assigned standards.
• Lead the execution of overall Integris’ Client Experience strategy and initiatives that are part of it.

Client Escalations:

• Handle escalated client issues and ensure prompt resolution, working with internal teams to provide swift and satisfactory outcomes.

Performance Metrics & Reporting:

• Monitor and report on key performance indicators (KPIs) related to client satisfaction and retention, identifying trends and opportunities for improvement.

Communication Strategy:

• Ensure client communication is distributed according to established timelines.

Education/Certification Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field preferred
  -OR- equivalent experience.

Experience Requirements:

• 5+ years of experience in client experience, customer success, or a related role.
• Proven success of client experience, customer success, and retention strategies.
• Familiarity with client experience tools and platforms (CRM, customer feedback systems).
• Experience in the IT or technology industry, particularly in a Managed Services Provider (MSP) environment preferred
• Knowledge of customer experience metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
• Experience leading or managing teams, with strong people management skills.

At Integris, we value our team members and offer comprehensive benefits, including:

• Medical, Dental, and Vision Insurance
• 401K Retirement Plan
• Minimum 4 Weeks of Paid Time Off (PTO)
• Birthday PTO
• Paid Holidays
• Paid Time Off for Volunteering
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Supplemental Insurance
• Employee Assistance Program

Join us in transforming IT services for small and midsize businesses across regulated industries. Be part of a team that’s scaling nationally, investing in vertical expertise, and building for better
.

Integris is an equal opportunity employer, committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity, age, familial status, disability, genetic information, or any other protected class under applicable federal, state, and local laws.

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