Job Details

Responsibilities

The Customer Experience Specialist (CES) is responsible for ensuring an exceptional end-to-end client experience across all managed IT services. This role serves as the primary advocate for the customer, bridging communication between clients and technical teams while proactively managing satisfaction, expectations, and service outcomes.

• Serve as a primary point of contact for assigned managed services clients
• Monitor client satisfaction across service desk interactions, projects, and ongoing support
• Proactively communicate service status, escalations, and resolutions
• Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery
• Track and manage SLAs, response times, and resolution metrics
• Identify recurring issues, trends, and improvement opportunities
• Conduct regular client check-ins, QBRs, and service reviews
• Ensure accurate documentation of client interactions, feedback, and action items in CRM/PSA tools
• Advocate for client needs internally while aligning expectations with contractual scope
• Support onboarding of new managed services clients
• Assist in renewal readiness by identifying risks and opportunities for service enhancement

• MSP or IT services industry experience
• ITIL Foundation knowledge
• Experience conducting QBRs and customer health assessments
• Familiarity with SLA and KPI reporting

• 2+ years experience in customer experience, customer success, or account coordination (IT or MSP preferred)
• Strong understanding of managed IT services (service desk, networking, cloud, security, backups, etc.)
• Exceptional written and verbal communication skills
• Strong organizational and follow-up abilities
• Ability to translate technical concepts into customer-friendly language
• Experience with PSA, CRM, or ticketing systems (ConnectWise, Autotask, ServiceNow, etc.)
• Calm, professional demeanor when handling escalations
• Customer-first mindset with a proactive approach to problem-solving