Client Experience Specialist

We're looking for a Client Experience Specialist to support and strengthen the end-to-end client journey across active engagements. This is an execution-focused role with strong ownership over structured communication, lifecycle coordination, and experience consistency.

You'll work closely with the Client Experience Leader (CEL), delivery teams, and cross-functional stakeholders to ensure client interactions are aligned, proactive, and well-governed. This role is ideal for someone organized, process-driven, and comfortable managing structured communication across multiple teams.

Key Responsibilities

• Support the Client Experience Leader (CEL) in managing client touchpoints across presales, delivery, and post-go-live stages.
• Maintain structured documentation of client interactions, meeting notes, action plans, and follow-ups.
• Ensure smooth handoffs between Sales, Delivery, and Support teams.
• Prepare meeting agendas, QBR decks, and performance summaries for client reviews.
• Track SLAs, milestones, and deliverables across projects under assigned accounts.
• Maintain client health dashboards and monitor risk indicators.
• Proactively identify potential risks and escalate concerns to the CEL.
• Coordinate internal teams to ensure timely resolution of client issues.
• Track renewal timelines and contract milestones to support experience continuity.
• Support continuous improvement of client experience processes and governance workflows..
  
  
  

Success Metrics

• Consistency and structure in client communication and documentation.
• Timely tracking and resolution of client issues and escalations.
• SLA adherence and milestone tracking accuracy.
• Readiness and quality of QBR and executive reporting materials.
• Improved client satisfaction and engagement levels.
• Reliability and ownership of client experience coordination processes.
  
  
  

What We're Looking For

• 3–6 years of experience in Client Success, Account Coordination, PMO, or Customer Experience roles.
• Strong documentation and structured communication skills.
• Comfortable coordinating across Sales, Delivery, Product, and Support teams.
• Ability to track multiple workstreams and manage follow-ups independently.
• Basic understanding of project lifecycle management and SLA governance.
• Strong attention to detail and proactive risk identification mindset.
• Comfortable preparing structured reports, dashboards, and executive summaries.
• Ability to manage routine coordination with consistency and accountability..
  
  
  

Your Background

• Bachelor's degree in Business, Management, Marketing, or a related field (preferred).
• Experience working in fast-paced, multi-project environments.
• Exposure to SaaS, retail technology, digital transformation, or consulting environments is a plus.
• Comfort working with dashboards, spreadsheets, and reporting tools.
• Willingness to learn, adapt, and grow within a structured client experience model.