Capital Markets Manager
Brightspeed
Manager, Client Experience
Net at Work
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $105,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- Lead and manage a team of CEMs across all account tiers and business units.
- Conduct weekly 1:1’s with each team member, balancing coaching, accountability, and career development.
- Foster a culture of Client Champion values, emphasizing proactive engagement, value delivery, and trusted relationships.
- Mentor both seasoned and developing CEMs, tailoring support to their career stage and skill level.
- Ensure team adherence to engagement cadences (100% touchpoints quarterly, 100% EBR completion).
- Drive accountability by monitoring KPIs and proactively addressing performance gaps.
- Analyze and report on team performance data to share insights, identify opportunities for improvement, and guide upskilling efforts.
- Partner with the Director, Client Experience to translate strategy into scalable execution.
- Serve as a critical point of escalation for high-risk or complex client situations.
- Own resolution paths by partnering cross-functionally with Support, Sales, Billing, and Practice Leads.
- Ensure risks are flagged, tracked, and actively managed within Dynamics, holding the team accountable for consistent use of systems and tools, with clear action plans for recovery.
- Act as an advocate for the voice of the client, escalating themes and trends to leadership.
Requirements
- 5+ years in a Customer Success, Account Management, or Consulting leadership role, with experience managing client-facing professionals.
- Proven track record of delivering against retention, expansion, and engagement metrics.
- Demonstrated success managing escalations and influencing executive-level stakeholders.
- Strong collaboration skills across multiple business units in a complex organization.
- Proficiency with CRM systems (Dynamics preferred) and curiosity around emerging CX tools.
Benefits
- Health and Welfare (Medical, Dental, Vision)
- Accident, Critical Illness, and Hospital Indemnity
- Employee Assistance Program (EAP)
- Life and AD&D Insurance
- Short- and Long-Term Disability Insurance
- Flexible Spending Accounts
- Transportation and Parking Accounts
- Health Savings Accounts (with company contribution)
- Retirement Planning (401k with matching contribution)
- Legal Benefits
- Identity Theft Protection
- Pet Insurance
- Wellness Program Offerings
- Paid Time Off, accrued per pay period based on years of service starting at 15 days annually.
- 8 Paid Holidays per year, including 1 floating holiday.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
KPI monitoringperformance analysisclient engagementretention metricsexpansion metricsengagement metricsescalation managementinfluencing stakeholders
Soft skills
coachingaccountabilitycareer developmentcollaborationmentoringproactive engagementrelationship buildingproblem-solving
