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.