Customer Experience Specialist

Position Summary

The Client Experience Specialist is the primary relationship owner for a portfolio of established client accounts after the sale is complete. Once a client is transitioned from the sales team, the Client Experience Specialist is responsible for onboarding and becomes their ongoing point of contact - owning the relationship, coordinating service, resolving issues, and keeping the account healthy and growing over time.

This is a relationship and account-stewardship role. The Client Experience Specialist protects and deepens existing accounts: anticipating needs, catching problems before they escalate, and being a trusted, genuinely well-liked point of contact clients are glad to hear from.

The role works hand in hand with the Customer Service, Operations, IT, and Finance teams to ensure client expectations are met and issues are resolved promptly.

Key Responsibilities

Client Relationship Management

· Serve as the primary point of contact for assigned client accounts.

· Develop and maintain strong, long-term relationships with client stakeholders.

· Conduct regular and proactive communication to understand client needs, concerns, and objectives.

· Act as a trusted advocate for clients within the organization.

· Entertain clients: lunches, sporting events, site visits, other events as needed.

· Help clients understand their billing and reporting backup.

· Handle special reporting or documentation requests so clients get clean, clear answers.

Account Transition & Onboarding

· Support the successful transition of new clients from Sales to Operations.

· Participate in onboarding and implementation activities.

· Coordinate with internal teams to ensure a smooth client launch.

· Help manage customer expectations throughout the onboarding process.

Account Monitoring & Growth

· Proactively review client activity and reports to spot trends, service issues, and opportunities.

· Flag risks to the relationship early and identify opportunities where a client may need more from us.

· Learn each client’s business well enough to speak their language, understand why they chose FSI, and know what keeps them here.

Issue Resolution & Problem-Solving

· Serve as the escalation point for client concerns and service issues

· Unearth problems that aren’t surfacing on their own, and bring solutions

· Coordinate with Customer Service, Operations, IT, and other departments to resolve issues quickly and effectively.

· Communicate issue status, action plans, and resolutions to clients in a professional manner.

· Drive accountability and follow-through on client commitments.

Qualifications

· Prior account management or client-facing experience, ideally in a comparable industry.

· Strong interpersonal skills and a genuinely personable, relationship-oriented approach.

· Organized and detail-oriented, able to manage a portfolio, event logistics, and internal coordination.

· Technically familiar with aspects of our business — billing, shipping, and operations — and communicate it clearly to clients.

· A self-starter who takes initiative, digs into the details, and follows through without being asked.