Client Experience Lead (Remote)

Job Description

Job Description

DSC Communications is adding a Client Experience Lead to own the client relationship lifecycle from onboarding through ongoing strategy, renewal, and growth. This role pairs the instincts of a strong account manager with the credibility of a security advisor, making it uniquely positioned to drive meaningful outcomes for clients while expanding DSC's footprint within each account.

This is not a traditional account manager role. This person brings security and technology depth to client conversations and reporting, owns standards-based frameworks like CIS Controls and FTC Safeguards, and serves as the strategic technology voice for clients who don't have one internally.  They own the Client Experience, ensuring that our platform delivers what clients need from an automated, AI first environment.

DSC Sentinel iQ is being purpose-built as an automation-first, AI-driven managed service platform targeting small organizations (1–40 users) in professional services, legal, accounting, and healthcare with FTC Safeguards Rule compliance as a core, bundled offering. 

The Client Experience team is responsible for account management, scoping and quoting, and the end-to-end client experience primarily driven through our unique platform. Everything the client sees within their digital portal and delivered via strategic conversations, from their technology posture, their quarterly business reviews, to their roadmap, flows through this role. The right person can translate a firewall rule into a board-level risk conversation, and they understand that the best time to position the next solution is right after the current one delivers results.

Roles & Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

Account Management & Client Experience

• Own the primary client relationship for an assigned account portfolio via proactive communication, regular cadence, and clear accountability for outcomes
• Serve as each client's strategic technology advisor, surfacing risks, opportunities, and roadmap priorities in plain language
• Own the client experience end-to-end from onboarding through renewal and expansion; identifying friction points and closing them
• Manage client-facing delivery through the DSC digital portal ensuring every client has an accurate, current view of their environment and relationship
• Drive client satisfaction and retention metrics; manage escalation situations with composure and urgency

vCISO Advisory Function

• Help develop structured and automated security assessments against CIS Controls (v7/v8) and FTC Safeguards Rule requirements; document findings and drive prioritized remediation
• Translate technical risk findings into business impact language and present confidently to non-technical executives, owners, and boards
• Develop and maintain client-specific technology standards and security roadmaps aligned to their industry, size, and risk profile
• Own the security narrative in business reviews driving posture trending, open risk items, and upcoming regulatory considerations
• Advise on incident response readiness, policy gaps, and third-party risk exposure relevant to each client's environment

Reporting & Technology Reviews

• Help develop automated business reviews, along with requirements for preparation and delivery to include environment health, ticket trends, project status, and strategic roadmap
• Maintain accurate documentation for each account: asset inventory, technology standards baseline, and open action items
• Leverage the client portal to surface real-time environment data and interact with clients to ensure they are never surprised by something DSC already knows
• Identify trends across the portfolio and clients by examining common risks, shared upgrade cycles, and emerging threats to build playbooks and reporting to surface across the base

Scoping, Quoting & Revenue Growth

• Own the scoping and quoting process for assigned accounts by collaborating with technical staff to build accurate, compelling proposals
• Identify and act on cross-sell and upsell opportunities grounded in the client's posture and roadmap, not quota pressure
• Drive adoption of DSC security, backup, and managed service offerings by connecting them to real client risk and business outcomes
• Maintain pipeline visibility and forecast accuracy for assigned accounts

Process & Team Development

• Build and formalize account management processes, business review templates, and client communication standards for the Client Experience team
• Develop playbooks and automation requirements for common client scenarios like onboarding, renewal, escalation, and technology standards adoption
• Collaborate with the Service Team Lead and technical staff to ensure client commitments are matched by delivery capacity
• Surface client feedback, market signals, and competitive intelligence to inform DSC's service and product direction

Qualifications and Education Requirements

Required

• 4+ years in an MSP, MSSP, or technology consulting environment with direct client-facing responsibility
• Proven track record building or formalizing client management processes and documentation
• Demonstrated account management experience in owning relationships, driving renewals, and growing accountsExperience delivering business reviews and/or risk mitigation discussions to non-technical decision-makers
• Proven ability to scope and quote managed service, security, or project engagementsFamiliarity with CIS Controls (v7 or v8) and FTC Safeguards Rule requirements or equivalent to assist with gap assessment, prioritization, and client reporting
• Understanding and experience with PSA platforms (HaloPSA, ConnectWise) and RMM tools (NinjaOne, Kaseya) and documentation tools (Hudu, IT Glue)Understanding of security stacks, like EDR, email filtering, DNS protection, backup/DR, and MFA to advise clients on coverage and gaps without deep engineering
• Proficiency with M365 and Azure environments to provide licensing, posture guidance, and roadmap advisory (not deep engineering)

Strongly Preferred

• Familiarity with NIST CSF (v1.1 or 2.0), HIPAA, or PCI DSS as they relate to SMB client advisory
• HaloPSA hands-on experience in client portal configuration, workflow management, and reporting
• Experience with AI workflow automation platforms (e.g., Rewst, n8n, Make, Power Automate) and using AI to reduce manual operational work
• Experience with vulnerability management tooling (ConnectSecure, Cyrisma, or similar) used to drive client conversations