Job Customer Experience Specialist - Red8

Customer Experience Specialist 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. Responsibilities include: Serving as a primary point of contact for assigned managed services clients Monitoring client satisfaction across service desk interactions, projects, and ongoing support Proactively communicating service status, escalations, and resolutions Coordinating with Service Desk, NOC, Engineering, and Project teams to ensure seamless service delivery Tracking and managing SLAs, response times, and resolution metrics Identifying recurring issues, trends, and improvement opportunities Conducting regular client check-ins, QBRs, and service reviews Ensuring accurate documentation of client interactions, feedback, and action items in CRM/PSA tools Advocating for client needs internally while aligning expectations with contractual scope Supporting onboarding of new managed services clients Assisting in renewal readiness by identifying risks and opportunities for service enhancement Qualifications/Education: MSP or IT services industry experience ITIL Foundation knowledge Experience conducting QBRs and customer health assessments Familiarity with SLA and KPI reporting Skills: 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

Created: 2026-03-04