Client Experience Advocate

At Visual Edge IT, we believe that exceptional client experiences create lasting partnerships.

We're looking for a Client Experience Advocate who is passionate about building trusted relationships, solving complex challenges, and ensuring every client interaction reinforces our commitment to service excellence.

In this highly visible role, you'll serve as the primary advocate for our Managed Services clients, leading the resolution of high-priority issues, strengthening executive relationships, and partnering across the organization to continuously improve the customer journey.

You'll work proactively to identify opportunities for improvement, drive accountability, and help shape the future of our client experience strategy.

If you're someone who thrives on solving problems, influencing outcomes, and making a measurable impact on customer satisfaction and retention, we'd love to meet you.

• Serve as the primary point of contact for high-priority client escalations, owning issues from initial intake through successful resolution.
• Build trusted relationships with clients by providing proactive communication, transparency, and exceptional follow-through.
• Partner with Sales, Service Delivery, Operations, and Support teams to ensure a seamless and consistent client experience.
• Monitor customer satisfaction, retention, and engagement metrics to identify trends and improvement opportunities.
• Analyze recurring issues and lead initiatives that enhance service quality and reduce future escalations.
• Advocate for clients internally by driving accountability and ensuring commitments are fulfilled across departments.
• Develop and promote best practices, standards, and processes that elevate the overall customer experience.
• Communicate confidently with client leadership and executive stakeholders, providing updates, recommendations, and strategic guidance.
• Prepare reports and insights that help leadership understand customer health, satisfaction, and service performance.
• Champion a customer-first culture by continuously identifying opportunities to improve every stage of the client journey.
• 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.