Director of Customer Experience

Job Description

Job Description

Director of Customer ExperienceDirector of Customer Experience

Hansen Gress | Juneau, Alaska

Build the client experience engine for one of Alaska's fastest-growing MSPs.

Hansen Gress is a relationship-driven Managed Services Provider with deep roots in Juneau and an expanding presence in Anchorage. We're a 26-person team today, growing quickly and intentionally, with a clear vision for what the next stage of our company looks like.

We aren't a corporate machine, and we don't want to become one.

We run lean. We trust our people. We value accountability over bureaucracy and relationships over rigid hierarchy. We believe great leaders work alongside their teams, not above them.

As we continue to grow, we're looking for a Director of Customer Experience to take ownership of the entire client journey and help us build a scalable, repeatable, MSP-specific customer experience model.

This isn't a role for someone who wants to learn how an MSP operates.

We're looking for someone who has already done it.

What You'll Be Responsible For

You'll own and improve the entire client lifecycle, including:

• Sales alignment

• Client onboarding

• Account management

• Client retention

• Strategic account planning

• Executive business reviews

• Escalation management

• Client communication standards

• Customer health monitoring

You'll work closely with executive leadership to ensure that every client receives a consistent, high-quality experience from the first sales conversation through long-term partnership.

What You'll DoBuild and Standardize the Client Experience

• Develop and implement repeatable customer experience playbooks

• Create standardized onboarding processes

• Establish customer health frameworks and account scoring systems

• Implement communication standards across all client-facing teams

• Build measurable client success processes that can scale with growth

Lead Sales, Onboarding, and Account Management

• Align sales commitments with operational delivery

• Improve handoffs between sales, onboarding, and service teams

• Establish clear ownership throughout the client lifecycle

• Ensure client expectations consistently align with delivered services

• Create systems that reduce friction and improve the overall customer experience

Establish Strategic Account Management Programs

• Build and implement QBR and strategic account review programs

• Develop communication rhythms that strengthen long-term relationships

• Coach account managers to become trusted business advisors

• Create standards for account planning and client engagement

Improve Retention and Client Health

• Develop measurable customer health metrics

• Identify early warning signs for at-risk accounts

• Create proactive retention strategies

• Use data and client feedback to drive continuous improvement

• Serve as an escalation point for key client relationships

Develop and Mentor Client-Facing Teams

• Coach and develop account managers and client-facing employees

• Create accountability, structure, and growth opportunities within the team

• Lead by example and remain willing to roll up your sleeves when necessary

• Build processes first and then build teams around those processes

What We're Looking ForRequired Experience

• 5+ years of leadership experience within a Managed Services Provider

• Experience leading one or more of the following functions within an MSP:

  • Service delivery

  • Account management

  • Customer success

  • vCIO services

  • Client experience

• Experience working within a similarly sized MSP environment (approximately 30-90 employees)

• Demonstrated success improving client retention, customer satisfaction, and long-term account growth

The Ideal Candidate Will Bring

• Proven MSP customer experience playbooks

• Established onboarding frameworks

• Customer health scoring methodologies

• QBR and strategic review processes

• Escalation and client communication frameworks

• Experience building and documenting repeatable processes

• The ability to teach, mentor, and elevate existing teams

You Are Someone Who...

• Builds trust quickly

• Communicates exceptionally well

• Is comfortable leading through influence rather than authority

• Can move easily between executive conversations and day-to-day operational details

• Is equally comfortable with strategy and execution

• Takes ownership

• Understands that relationships are the foundation of every successful MSP

Alaska Matters

We're looking for someone who isn't simply willing to relocate.

We're looking for someone who genuinely wants to build a life in Alaska.

Juneau offers a unique combination of meaningful work, strong community, and unmatched access to the outdoors. If mountains, trails, water, and a close-knit community sound appealing, we'd love to talk.

Work Location

• Based in Juneau, Alaska

• Regular travel within Alaska, including Anchorage and surrounding communities

• Flexible work arrangements within Alaska

• This is not a fully remote position

Compensation and Benefits

• Salary: $110,000-$130,000 DOE

• Health insurance, including vision coverage

• Retirement plan

• Mobile device reimbursement

• Flexible scheduling

• Relocation assistance

If you've built client experience programs inside an MSP and are ready to help shape the future of a growing Alaska-based organization, we'd love to hear from you.

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