Customer Experience Specialist Red8
Job Description
Responsibilities:
The Customer Experience Specialist (CES) is responsible for ensuring an exceptional end-to-end client experience across all managed IT services. This role serves as the primary advocate for the customer, bridging communication between clients and technical teams while proactively managing satisfaction, expectations, and service outcomes.Serve as a primary point of contact for assigned managed services clients
Monitor client satisfaction across service desk interactions, projects, and ongoing support
Proactively communicate service status, escalations, and resolutions
Coordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery
Track and manage SLAs, response times, and resolution metrics
Identify recurring issues, trends, and improvement opportunities
Conduct regular client check-ins, QBRs, and service reviews
Ensure accurate documentation of client interactions, feedback, and action items in CRM/PSA tools
Advocate for client needs internally while aligning expectations with contractual scope
Support onboarding of new managed services clients
Assist in renewal readiness by identifying risks and opportunities for service enhancement
Qualifications / Education:
What You Need for this Position
MSP or IT services industry experience ITIL Foundation knowledge Experience conducting QBRs and customer health assessments Familiarity with SLA and KPI reportingSkills:
2+ years experience in customer experience, customer success, or account coordination (IT or MSP preferred) Strong understanding of managed IT services (service desk, networking, cloud, security, backups, etc.) Exceptional written and verbal communication skills Strong organizational and follow-up abilities Ability to translate technical concepts into customer-friendly language Experience with PSA, CRM, or ticketing systems (ConnectWise, Autotask, ServiceNow, etc.) Calm, professional demeanor when handling escalations Customer-first mindset with a proactive approach to problem-solving
Insight Investments, LLC is an Equal Employment Opportunity/Affirmative Action employer
and all qualified applicants will receive consideration for employment without regard to
race, color, religion, national origin, gender, age, sexual orientation, gender identity,
disability, status as a Veteran or other protected classification
Division: Red8
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Job Detail
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Job IdJD6771010
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationPhoenix, AZ, US, United States
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EducationNot mentioned