Client Experience Manager

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

At Net at Work, the Client Experience Manager (CEM) is accountable for driving retention, revenue growth, and client satisfaction across a defined book of business. Acting as a trusted advisor and strategic partner, the CEM ensures that every client maximizes the value of their investment, while expanding their relationship with Net at Work.  

This role blends business acumen, relationship-building, and consultative insight to increase revenue per client, expand share of wallet, and safeguard recurring revenue. While renewals and commercial close are executed by dedicated teams, the CEM directly influences these outcomes by owning the client relationship, surfacing opportunities, and ensuring a seamless experience that contributes to company growth.  

This is not a stepping stone to sales. It is a strategic career path designed for professionals passionate about building enduring client partnerships that deliver measurable business outcomes for both clients and Net at Work.  

Job Responsibilities

Client Engagement & Relationship Management 

• Own and proactively manage a defined book of business, with tailored engagement strategies by account tier (Tier 1: Strategic, Tier 2: Growth, Tier 3: Nurture). 

• Serve as a primary partner for value realization, business alignment, and client advocacy – not transactional support or sales fulfillment. 

• Establish trusted relationships with client stakeholders by demonstrating industry expertise, business acumen, and a relentless focus on client outcomes. 

• Deliver structured, cadence-based engagement (Quarterly EBRs for Tier 1, semi-annual check-ins for Tier 2, and scaled touchpoints for Tier 3). 

• Build and maintain value roadmaps that showcase client progress and expansion potential. 

Retention & Risk Management 

• Protect and grow recurring revenue by proactively identifying and mitigating churn risks using health indicators, usage data, and qualitative insights. 

• Drive net retention and revenue preservation outcomes through client advocacy and issue resolution.  

• Collaborate cross-functionally to resolve escalations quickly and comprehensively. Identify and communicate proactive opportunities to reduce future issues and escalations.  

• Consistently deliver high CSAT/NPS by focusing on measurable client outcomes. 

Growth & Revenue Enablement 

• Increase share of wallet by surfacing qualified expansion opportunities (new products, services, licenses). 

• Partner with AMs and Sales to influence expansion revenue while maintaining CEM accountability for opportunity identification and qualification. 

• Track and improve revenue per client by monitoring adoption, product utilization, and business alignment. 

• Use insight-led engagement to uncover growth signals and ensure clients are aware of the full breadth of Net at Work solutions. 

Operational Excellence 

• Maintain up-to-date CRM records and client success platform data (health scores, sentiment, touchpoints, roadmaps).  

• Track and report progress against KPIs, demonstrating tangible impact on retention and growth.  

• Serve as a voice of the client by channeling insights into product, process, and service improvements.  

• Contribute to continuous improvement by championing best practices in client engagement an