Client Experience Advocate

Empowering Businesses. Enabling Success.   At Visual Edge IT, we help organizations nationwide harness the power of technology to work smarter, stay secure, and grow stronger. From managed IT services and cybersecurity to print solutions and document workflow, we deliver innovative, customized strategies that give our clients the edge in an ever-changing business landscape. Our nationwide network combines the personalized service of local teams with the strength and resources of a national leader—ensuring that every client gets both technology that works and people who care.   With more than two decades of experience and a team of over 1,000 technology professionals, we pride ourselves on building partnerships that go beyond service contracts. When you join Visual Edge IT, you become part of a collaborative, solutions-driven culture where your expertise helps shape the future for businesses across the country. Together, we don’t just solve technology challenges—we create opportunities for success.   Job Summary:

At Visual Edge IT, we believe that exceptional client experiences create lasting partnerships. We're looking for a Client Experience Advocate who is passionate about building trusted relationships, solving complex challenges, and ensuring every client interaction reinforces our commitment to service excellence.

In this highly visible role, you'll serve as the primary advocate for our Managed Services clients, leading the resolution of high-priority issues, strengthening executive relationships, and partnering across the organization to continuously improve the customer journey. You'll work proactively to identify opportunities for improvement, drive accountability, and help shape the future of our client experience strategy.

If you're someone who thrives on solving problems, influencing outcomes, and making a measurable impact on customer satisfaction and retention, we'd love to meet you.

Primary Responsibilities:

• Serve as the primary point of contact for high-priority client escalations, owning issues from initial intake through successful resolution.
• Build trusted relationships with clients by providing proactive communication, transparency, and exceptional follow-through.
• Partner with Sales, Service Delivery, Operations, and Support teams to ensure a seamless and consistent client experience.
• Monitor customer satisfaction, retention, and engagement metrics to identify trends and improvement opportunities.
• Analyze recurring issues and lead initiatives that enhance service quality and reduce future escalations.
• Advocate for clients internally by driving accountability and ensuring commitments are fulfilled across departments.
• Develop and promote best practices, standards, and processes that elevate the overall customer experience.
• Communicate confidently with client leadership and executive stakeholders, providing updates, recommendations, and strategic guidance.
• Prepare reports and insights that help leadership understand customer health, satisfaction, and service performance.
• Champion a customer-first culture by continuously identifying opportunities to improve every stage of the client journey.

Knowledge, Skills, and Qualifications:

• Bachelor's degree in Business, Marketing, Communications, or a related field preferred.
• 5+ years of experience in Client Success, Customer Experience, Account Management, Managed Services, or a similar customer-facing role.
• Experience managing high-priority customer escalations and driving successful outcomes.
• Strong relationship-building, communication, and conflict resolution skills.
• Ability to confidently communicate with executive-level customers and internal stakeholders.
• Strong analytical mindset with the ability to identify trends, interpret customer data, and recommend improvements.
• Experience using CRM, ticketing, or service management platforms.
• Experience within a Managed Services Provider (MSP) environment is strongly preferred.
• Knowledge of customer journey mapping, client experience methodologies, or customer success best practices is a plus.
• Leadership or mentoring experience is beneficial.
• A proactive, collaborative professional who takes ownership, thrives in a fast-paced environment, and is passionate about delivering exceptional customer experiences.

At Visual Edge IT, we are proud to provide:   Work-Life Balance Visual Edge IT promotes a healthy work-life balance for employees by offering competitive pay, PTO, and ten paid holidays per year. We are always reviewing and finding new ways to support our employees’ unique needs. Career Path We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs. Insurance Benefits We offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs. We provide all of our employees a $50k life insurance policy at no cost to our team members. 401(k) Visual Edge gives employees access to a 401k program and offers an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.   Visual Edge IT is an Equal Opportunity Employer. Discrimination and harassment of any kind based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, marital status, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics are prohibited. VEIT participates in the E-Verify Employment Verification Program.  

5+ years in client success/account management or managed services; experience handling high-priority escalations, CRM/ticketing platforms, executive communication, and analytics; bachelor's preferred.

Key Responsibilities

• resolving escalations
• building relationships
• analyzing metrics

Skills & Tools

CRM, ticketing, service management platforms

Job Details

• Category: Customer Service
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — United States
• Languages: English

Benefits

• 401k matching
• Generous paid time off
• Retirement plan

About Visual Edge IT

A nationwide managed IT services provider delivering managed services, cybersecurity, print solutions, and document workflow to help organizations work smarter and grow stronger. — Industry: Information Technology