Manager, Client Experience

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology. 

Through the integration of ERP, HCM and/or CRM solutions, Net at Work  offers unique, industry-specific  solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com. 

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 exec