Customer Experience Specialist

Total Compensation Range: $90,000 - $130,000

This role focuses on service delivery, client satisfaction, and operational success in our Managed Services department. This is your opportunity to make a meaningful impact. Candidates must be able to visit clients in the NYC/NJ/CT region when necessary, but the majority of work is remote.

Key Responsibilities

Customer Relationship Management - Managed Services Projects

Act as the primary, trusted point of contact for your assigned enterprise and mid-market accounts.

Cultivate long-term partnerships that boost satisfaction, loyalty, retention, and organic growth.

Anticipate needs, resolve concerns proactively, and escalate issues effectively to ensure nothing falls through the cracks.

Service Delivery Excellence

Experience with change advisory board process (CAB).

Own day-to-day support tickets, operational requests, and incident management.

Partner closely with engineering teams to guarantee swift resolutions and consistent SLA adherence.

Keep clients informed with clear, timely, and confident communications on progress and updates.

Reporting & Strategic Insights

Produce compelling monthly and quarterly business reviews, highlighting case activity, KPI trends, SLA performance, and overall value delivered.

Create ad-hoc analyses and reports that uncover opportunities and drive decisions.

Spot patterns, recommend improvements, and turn data into actionable strategies that elevate service quality.

Customer Engagement & Value Demonstration

Lead engaging regular review meetings to discuss open items, performance metrics, upcoming roadmap items, and success stories.

Present technical data in business-friendly terms—showing ROI, risk reduction, and strategic advantages.

Proactively propose service enhancements, optimizations, and upsell opportunities aligned with client goals.

Driving Continuous Improvement

Investigate recurring issues and collaborate cross-functionally to implement lasting fixes.

Contribute to knowledge base articles, playbooks, reporting templates, and process refinements.

Champion the customer's perspective internally to influence product, service, and operational evolution.

Qualifications

3+ years experience in IT Service Delivery (MSP experience highly preferred).

Hands-on experience with ITSM platforms (ServiceNow a strong plus).

Solid understanding of End User Computing, cybersecurity, and managed services operations.

Proven track record managing enterprise/mid-market relationships with multiple concurrent accounts.

Exceptional communication and presentation skills—able to connect effectively with both technical engineers and C-level executives.

Strong analytical mindset with expertise in interpreting and reporting on KPIs, SLAs, and performance metrics.

Bachelor's degree in IT, Computer Science, Business, or equivalent practical experience.

Bonus: Project management knowledge, ticketing system mastery, and a passion for proactive customer advocacy.

Gotham is an Equal Opportunity Employer.