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.