Customer Experience Specialist - Red8

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 clientsMonitor client satisfaction across service desk interactions, projects, and ongoing supportProactively communicate service status, escalations, and resolutionsCoordinate with Service Desk, NOC, Engineering, and Project teams to ensure seamless service deliveryTrack and manage SLAs, response times, and resolution metricsIdentify recurring issues, trends, and improvement opportunitiesConduct regular client check-ins, QBRs, and service reviewsEnsure accurate documentation of client interactions, feedback, and action items in CRM/PSA toolsAdvocate for client needs internally while aligning expectations with contractual scopeSupport onboarding of new managed services clientsAssist in renewal readiness by identifying risks and opportunities for service enhancementWhat You Need for this PositionMSP or IT services industry experienceITIL Foundation knowledgeExperience conducting QBRs and customer health assessmentsFamiliarity with SLA and KPI reporting2+ 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 skillsStrong organizational and follow-up abilitiesAbility to translate technical concepts into customer-friendly languageExperience with PSA, CRM, or ticketing systems (ConnectWise, Autotask, ServiceNow, etc.)Calm, professional demeanor when handling escalationsCustomer-first mindset with a proactive approach to problem-solvingInsight Investments, LLC is an Equal Employment Opportunity/Affirmative Action employerand all qualified applicants will receive consideration for employment without regard torace, color, religion, national origin, gender, age, sexual orientation, gender identity,disability, status as a Veteran or other protected classificationRed8

Created: 2026-01-15