Overview
Manage customer experience, satisfaction, retention, and service relationships for a portfolio of mid-tier managed-services clients.
What you'll do
- Build strategic relationships with assigned clients and drive service value.
- Lead recurring client meetings covering incidents, changes, needs, and concerns.
- Monitor customer satisfaction and manage recovery efforts when needed.
- Own sensitive customer issues, escalations, root-cause analysis, and corrective-action plans.
- Coordinate onboarding, go-live meetings, and service documentation.
- Lead annual customer performance reviews and semi-annual customer surveys.
- Collaborate with sales and business development teams on upsell opportunities, reconciliations, quotes, and change orders.
What you'll need
- 2–4 years of experience in a client-facing role.
- Experience in customer success, client services, account management, or technical support.
- Ability to develop and deliver customer-facing presentations.
- Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams.
- Strong customer service, active listening, and client relationship management skills.
- Analytical skills for monitoring account health, usage metrics, and reporting.
- Relevant degree and/or professional qualifications.
Nice to have
- Experience in an IT services or managed-services environment.
- Previous project management experience.
- Understanding of IT infrastructure and services.
Details
- Preferred candidate locations: Virginia or North Carolina.
- Base salary: $60,000–$75,000 annually.
- Location options: Durham, North Carolina; Herndon, Virginia; Remote in Virginia.
Read the full description and apply on the company’s own careers page.
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