Customer Experience Manager

Join Gotham Technology Group and become the trusted advisor who turns technical excellence into real business success for our clients. As a Client Experience Specialist on our Managed Services team, you'll be the vital bridge between our customers and our world-class engineering experts—driving satisfaction, retention, proactive service, and measurable value every day.

We're looking for a customer-obsessed, data-savvy professional who excels at translating complex IT performance into clear business outcomes. If you thrive on building strong relationships, delivering actionable insights, and continuously improving service delivery in a fast-paced MSP environment, this is your opportunity to make a meaningful impact.

• Act as the primary, trusted point of contact for your assigned enterprise and mid-market accounts.
• Cultivate long‑term partnerships that boost satisfaction, loyalty, retention, and organic growth.
• Anticipate needs, resolve concerns proactively, and escalate issues effectively to ensure nothing falls through the cracks.

• Own day‑to‑day support tickets, operational requests, and incident management.
• Partner closely with engineering teams to guarantee swift resolutions and consistent SLA adherence.
• Keep clients informed with clear, timely, and confident communications on progress and updates.

• Produce compelling monthly and quarterly business reviews, highlighting case activity, KPI trends, SLA performance, and overall value delivered.
• Create ad‑hoc analyses and reports that uncover opportunities and drive decisions.
• Spot patterns, recommend improvements, and turn data into actionable strategies that elevate service quality.

• Lead engaging regular review meetings to discuss open items, performance metrics, upcoming roadmap items, and success stories.
• Present technical data in business‑friendly terms—showing ROI, risk reduction, and strategic advantages.
• Proactively propose service enhancements, optimizations, and upsell opportunities aligned with client goals.

• Investigate recurring issues and collaborate cross‑functionally to implement lasting fixes.
• Contribute to knowledge base articles, playbooks, reporting templates, and process refinements.
• Champion the customer's perspective internally to influence product, service, and operational evolution.

• 3+ years in Customer Success, Account Management, Client Services, or IT Service Delivery (MSP experience highly preferred).
• Hands‑on experience with ITSM platforms (Service Now a strong plus).
• Solid understanding of End User Computing, infrastructure management, cybersecurity, and managed services operations.
• Proven track record managing enterprise/mid‑market relationships with multiple concurrent accounts.
• Exceptional communication and presentation skills—able to connect effectively with both technical engineers and C‑level executives.
• Strong analytical mindset with expertise in interpreting and reporting on KPIs, SLAs, and performance metrics.
• Bachelor's degree in IT, Computer Science, Business, or equivalent practical experience.
• Bonus:
  Project management knowledge, ticketing system mastery, and a passion for proactive customer advocacy.

At Gotham Technology Group
, we empower our team to deliver exceptional client experiences while growing professionally in a collaborative, innovative environment. If you're ready to elevate customer success in the managed services space, we'd love to hear from you!