CEP Specialist, Client Experience

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

We are seeking a Client Experience – CEP Specialist to join our CX team on a part-time basis. This individual will play a pivotal role in engaging and supporting our legacy clients on subscription-based support plans. The CEP Specialist is responsible for driving consumption and usage of plan benefits, optimizing margin, and strengthening retention within this important segment.

This role is designed as a stepping-stone position: while part-time at 25 hours per week today, the scope of work is expected to evolve into a full-time role as our support plan adoption program grows.

Job Responsibilities

• Engage clients on legacy subscription-based support plans to ensure they are consuming and deriving measurable value from their investment.

• Proactively schedule and attend strategic client meetings to understand business needs and identify opportunities to increase consumption, usage, and margin performance.

• Drive completion of business health assessments and coordinate system reviews with consultants, ensuring clients are leveraging key plan benefits.

• Identify opportunities for increased pricing and value realization through client engagement and usage analysis.

• Track and report on client usage of support plans, ensuring accountability for value delivery and identifying gaps in consumption.

• Capture and synthesize Voice of Client insights from support plan clients, sharing feedback to guide product, pricing, and service enhancements.

• Collaborate closely with Consulting Managers, Account Managers, and CX leadership to enable Business Units directly and support revenue per client expansion.

• Partner with CX leadership to evolve the CEP program to include adoption activities for new clients onboarding to support plans.

Job Requirements

• % of clients completing intro/system reviews and business health assessments

• % of clients actively consuming plan benefits (usage/consumption rates)

• Retention and margin performance of support plan clients

• Expansion opportunities identified and qualified (cross-BU, multi-product)

• Client satisfaction and feedback (CSAT/NPS trends within support plan accounts)

Qualifications

• 2+ years of experience in Customer Success, Account Management, or a related client-facing role (subscription/ERP/SaaS experience preferred).

• Strong relationship management skills with the ability to build trust and credibility with clients.

• Excellent organizational skills with the ability to manage multiple client engagements concurrently.

• Strong communication and facilitation skills; comfortable leading strategic conversations with business stakeholders.

• Proactive, self-starter with the ability to work independently in a remote environment.

Customer Requirements

This job may require access to customer information, systems, and/or premises. As a result, this job may require customer approval for such access as an essential job function.

Compensation and Benefits

Base hourly rate range: TBD.

This position is also eligible for a bonus in accordance with the terms of the Company's plan.

Please note that the quoted pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) experience, including industry or product-specific experience, education, knowledge, skills, and abilities, as well as internal equity, alignment with market data, and/or other applicable laws. 

We provide competitive, affordable, and diverse benefit programs that support your total health – from healthy body to healthy mind. These benefits support you and your family in all aspects of life:

• 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.

The compensation and benefits information is accurate of the date of this posting and subject to plan eligibility. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

The Company expects to accept applications for this position until October 20, 2025 but encourages interested applicants to apply as soon as possible. We will review this information and one of our Talent Acquisition professionals will reach out if your background aligns to the positions.

EOE/Diversity & Inclusion Statement

Net at Work is dedicated to unleashing the power and potential of our employees and teams by creating a vibrant and inclusive workplace where each employee can be their best. We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We embrace and encourage equitable treatment of our employees and strive to create a work environment free of discrimination at all organizational levels and in all forms. Net at Work recognizes the rights of all individuals to mutual respect and the acceptance of others without biases based on differences of any kind.

Net at Work is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members that is free of discrimination and harassment. All employment decisions at Net at Work are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, gender, gender identity or expression, sexual orientation, national origin, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.