Manager, Client Experience
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Job Description
Manager, Client Experience at Net at Work leading teams to ensure client success through strong relationships and operational oversight.
Responsibilities:
- 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
- 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
- Serve as a critical point of escalation for high-risk or complex client situations
- Partner closely with Sales and Account Management to ensure seamless handoff and collaboration on expansion opportunities
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 executive-level stakeholders
- Strong collaboration skills across multiple business units in a complex organization
- Proficiency with CRM systems (Dynamics preferred) and curiosity around emerging CX tools
Benefits:
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually
- 8 Paid Holidays per year, including 1 floating holiday
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