Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Join Our Team and Be a Catalyst for Change!

We don't just follow industry standards; we set them. Our dynamic environment thrives on pushing boundaries and embracing challenges. We are more than a workplace; we are a community of forward-thinkers dedicated to shaping the future.

Position Overview 

As a Client Experience Manager, you’ll be the trusted voice of our clients, ensuring our service delivery consistently exceeds expectations while building lasting, high-value relationships. Your work directly impacts client satisfaction, retention, and operational excellence in a fast-moving, tech-forward managed services environment.

What You’ll Do

 Client Advocacy & Relationship Management

·         Serve as the primary relationship owner across a dynamic portfolio of client accounts.

·         Build strong, trust-based relationships with client stakeholders through regular business reviews and solution-oriented discussions.

·         Champion client needs internally, ensuring service consistency and satisfaction.

·         Identify and escalate potential client risks or concerns to leadership with context and solutions.

·         Maintain accurate client data in our CRM system to enable informed decision-making and personalized service.

Issue Resolution & Communication

·         Collaborate with internal teams to address client issues promptly and transparently.

·         Act as a liaison between clients and technical teams, ensuring timely communication and resolution of service-related matters.

·         Capture and share detailed meeting notes and updates via SharePoint, tracking client health, feedback, and action items.

Service Delivery & Operational Insight

·         Partner with teams across Implementation, Training, and Service Desk Operations to align on client goals and project milestones.

·         Lead the creation and delivery of client-requested reports and analyses, using data trends to recommend enhancements.

·         Coordinate cross-functional efforts to achieve deliverables and exceed client expectations.

Process Improvement & Knowledge Management

·         Identify opportunities to expand client service offerings and collaborate with Sales on strategic upselling.

·         Promote internal knowledge-sharing through documentation, process mapping, and training.

·         Work with clients to ensure accurate categorization within the ITSM platform and contribute firm-specific guidance to internal knowledge bases.

Technology Enablement & Efficiency

·         Promote adoption of ServiceNow tools, such as the Self-Service Portal and Helpdesk features, to enhance user experience.

·         Identify opportunities for automation, efficiency, and improved service through technology.

·         Facilitate client demos of ITSM features to support client engagement and success.

Team Communication & Reporting

·         Share regular updates with leadership on client account health, opportunities, and trends.

·         Distribute clear summaries from client and project meetings.

·         Participate actively in team meetings to contribute insights and foster a collaborative environment.

Success Looks Like

·         Increased client satisfaction and retention

·         Reduced issue escalation and resolution times

·         Growth in client service adoption and engagement with ServiceNow

·         Enhanced team collaboration through streamlined documentation and communication

Qualifications:

·         Experience managing client relationships in a high-touch, service-oriented environment (MSP or technology industry experience is a plus)

·         Excellent interpersonal, written, and verbal communication skills

·         Strong organizational and project coordination abilities

·         Familiarity with CRM systems and ITSM tools (e.g., ServiceNow)

·         A proactive, solution-focused mindset with a passion for client success

Not Sure You Meet Every Requirement?

We know that great candidates may not match every qualification listed. If you’re excited about the role and believe you could be a strong fit, we encourage you to apply. We value potential and a growth mindset as much as experience.

Work Style & Flexibility

This is a remote-first position with occasional, planned travel to client sites. We prioritize flexibility and autonomy, trusting our team to manage their work in ways that support both professional outcomes and personal wellbeing.

Who You Are

You care deeply about clients and have a knack for solving problems with empathy and clarity. Whether you're coordinating across teams or diving into data to spot trends, you operate with ownership, collaboration, and a drive to make things better.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”