Client Experience Advocate
Remote
Job Summary
Own high-priority client escalations from initial intake through successful resolution, building trusted relationships via proactive communication and exceptional follow-through. Partner with Sales, Service Delivery, Operations, and Support teams to ensure a seamless client experience while monitoring satisfaction, retention, and engagement metrics to identify improvement opportunities. Analyze recurring issues to lead initiatives that enhance service quality and reduce future escalations, advocating for clients internally to drive accountability across departments. Develop and promote best practices, standards, and processes that elevate the overall customer experience, communicating confidently with client leadership to provide updates and strategic guidance. Prepare reports and insights that help leadership understand customer health, satisfaction, and service performance, championing a customer-first culture by continuously identifying opportunities to improve every stage of the client journey.
Required Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field preferred
- 5+ years of experience in Client Success, Customer Experience, Account Management, Managed Services, or a similar customer-facing role
- Experience managing high-priority customer escalations and driving successful outcomes
- Strong relationship-building, communication, and conflict resolution skills
- Ability to confidently communicate with executive-level customers and internal stakeholders
- Strong analytical mindset with the ability to identify trends, interpret customer data, and recommend improvements
- Experience using CRM, ticketing, or service management platforms
- Experience within a Managed Services Provider (MSP) environment is strongly preferred
- Knowledge of customer journey mapping, client experience methodologies, or customer success best practices is a plus
- Leadership or mentoring experience is beneficial
- A proactive, collaborative professional who takes ownership, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.