Insight Financial Services

Customer Experience Specialist

Insight Financial Services

full-time

Posted on:

Location Type: Remote

Location: Arizona • Florida • United States

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Tech Stack

CloudServiceNow

About the role

  • Ensure an exceptional end-to-end client experience across all managed IT services
  • 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

Requirements

  • MSP or IT services industry experience
  • ITIL Foundation knowledge
  • Experience conducting QBRs and customer health assessments
  • Familiarity with SLA and KPI reporting
  • 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
Benefits
  • Equal Employment Opportunity/Affirmative Action employer
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ITIL FoundationSLA reportingKPI reportingmanaged IT servicesservice desknetworkingcloudsecuritybackupscustomer health assessments
Soft Skills
written communicationverbal communicationorganizational skillsfollow-up abilitiesproblem-solvingcustomer-first mindsetcalm demeanorproactive approach