Client Experience Manager (JHB)

The Client Experience Manager (CEM) at Numata serves as the primary relationship steward across the entire IT service lifecycle. Anchored in a client-first ethos, this role ensures an exceptional, cohesive, and value-driven experience from the initial advisory phase through professional services delivery and ongoing support. While the CEM is technically competent, they act primarily as a strategic liaison, advocate, and experience architect, ensuring that specialized teams are optimally engaged and the client's voice remains central throughout the journey.

Client relationships are the cornerstone of Numata's success. As businesses increasingly rely on technology as a strategic enabler, their expectations of Managed Service Providers (MSPs) go beyond resolution times and ticket numbers. The CEM plays a crucial role in aligning Numata’s delivery with client goals and expectations, maximizing client satisfaction, ensuring renewals, and enabling long-term strategic partnerships. The role bridges the gap between technical execution and customer value, ensuring transparency, accountability, and excellence at every touchpoint.

Client Journey Ownership and Governance

• Serve as the end-to-end owner of the client journey across all service stages: IT Strategy and Advisory, Procurement, Professional Services, Project Delivery, and Support.
• Map and continuously optimize the client lifecycle journey with internal stakeholders, ensuring that every phase delivers value and strengthens trust.
• Oversee onboarding, service transition, and ongoing relationship development, ensuring consistency and clarity at every stage.

Client Relationship & Stakeholder Management

• Act as the primary relationship lead and trusted advisor for assigned clients, maintaining frequent and purposeful contact with key decision-makers and stakeholders.
• Build and maintain strong, strategic partnerships, ensuring Numata is positioned as an integral extension of the client's internal team.
• Lead client satisfaction initiatives by listening proactively and addressing concerns before they escalate.

Strategic Business Reviews (QBRs/MBRs)

• Participate in quarterly or monthly business reviews with clients, showcasing service performance, business impact, risk posture, and upcoming initiatives.
• Present key KPIs, incident trends, root cause analyses, and strategic alignment plans to demonstrate transparency and continual service improvement.
• Use review meetings to align IT roadmaps and business priorities, identify service gaps, and co-develop action plans.

Service Performance Monitoring & Accountability

• Actively monitor service delivery performance against SLAs, OLAs, and customer-specific KPIs through dashboards and regular reporting.
• Identify early indicators of dissatisfaction or service degradation and act quickly to prevent issues from escalating.
• Partner with service delivery, support, and operations teams to ensure consistent and high-quality execution.

Incident, Problem & Escalation Management

• Serve as the escalation point for clients when incidents are not progressing as expected or require special coordination.
• Communicate incident impact, timelines, and recovery plans clearly to clients, ensuring transparency and accountability.
• Work with technical leads and service desk managers to oversee root cause investigations and prevent repeat issues.

Service Onboarding & Transition Coordination

• Oversee onboarding for new clients and services, ensuring that expectations are clearly documented and communicated.
• Collaborate with the Professional Services team to ensure a smooth handover from project delivery to support operations.
• Deliver tailored onboarding experiences that reflect each client’s specific environment, culture, and priorities.

Proactive Communication and Engagement

• Regularly inform clients of changes to service offerings, tools, support processes, or industry developments that may impact their business.
• Initiate proactive outreach around seasonal business needs, renewals, or upcoming projects to drive forward planning and risk mitigation.
• Share best practices, white papers, and success stories relevant to the client's industry or maturity level.

Feedback, Sentiment, and Advocacy

• Collect and interpret client feedback using tools like NPS and CSAT, ensuring prompt follow-up and systemic improvements where needed.
• Be the internal voice of the client, champion their needs, insights, and aspirations within Numata’s service delivery ecosystem.
• Establish formal and informal feedback loops, enabling faster detection of sentiment shifts or emerging needs.

Risk & Compliance Awareness

• Help clients understand their risk exposure across cybersecurity, operational resilience, and regulatory compliance.
• Collaborate with advisory teams to align service offerings with the client's evolving governance requirements.
• Escalate compliance concerns internally for swift assessment and resolution.

Cross-Functional Collaboration

• Partner with sales, technical advisory, service delivery, project management, and support teams to ensure a unified, client-centric approach.
• Serve as a coordination bridge between departments, ensuring that all client-facing initiatives are aligned and executed efficiently.
• Document client-specific nuances, decision-making patterns, and environment details for internal reference and contextual continuity.

Data Analysis and Reporting

• Utilize business intelligence tools and service dashboards to analyze service trends, client engagement metrics, and account health.
• Translate technical data into business-relevant insights during client engagements, helping them understand the impact and value.
• Support the continuous refinement of performance indicators and service reporting frameworks.

Contractual Alignment and Opportunity Discovery

• Maintain an accurate understanding of each client’s contractual entitlements and ensure services are aligned with the agreement.
• Identify service gaps, over-utilization, or under-utilization and flag these for client engagement or account management.
• Proactively highlight upselling, cross-selling, and renewal opportunities to CEM teams or advisory teams.

Client Lifecycle Data Management

• Maintain comprehensive records of all client interactions, meeting minutes, decisions, escalations, and improvement actions within the CRM or PSA platform.
• Ensure all relevant documentation, including onboarding artifacts, business reviews, and service maps, is updated, accessible, and auditable.

Support for Strategic Advisory Initiatives

• Collaborate with advisory teams to co-deliver or follow through on IT strategy plans and advisory outcomes.
• Translate strategic initiatives into operational goals, helping clients understand how their roadmap will be executed and measured.
• Align service activities and deliverables with client growth, transformation, or optimization strategies.

• Deep understanding of Managed Services and the ITIL service lifecycle.
• Familiarity with IT Strategy, Cloud, Security, and Digital Transformation concepts.
• Understanding of SLAs, OLAs, and MSP operational structures.
• Knowledge of project management principles and client onboarding processes.
• Awareness of professional services structures and support desk operations.

• Strong interpersonal and relationship-building skills.
• Exceptional written and verbal communication abilities.
• Ability to translate technical insights into business value language.
• Conflict resolution and negotiation expertise.
• Proficiency in service management platforms.
• Data literacy to interpret dashboards, reports, and KPIs.

• 5+ years in IT service delivery, client success, or service management roles.
• Experience in working with Managed Services Providers (MSPs) is essential.
• Prior experience in a client-facing role managing multiple stakeholders and service lines.

• Maintains a focus on delivering client value across all touchpoints.
• Understands internal workflows to ensure services align with client expectations.
• Take proactive steps to resolve challenges and own the client experience.
• Works seamlessly with internal teams to drive collective outcomes.
• Use data and feedback to drive decisions and improvements.

• Emotionally intelligent and empathetic communicator.
• Calm under pressure, especially during escalations.
• Consistently professional and composed in all client engagements.
• Curious and committed to continuous improvement.
• Resilient, adaptable, and solutions focused.

• Bachelor’s degree in Business, Information Technology, or a related field (preferred).
• ITIL Foundation certification (required); ITIL Intermediate or higher (advantageous).
• Project Management certification (e.g., PMP, PRINCE2) is a plus.
• Certifications in Customer Success or Client Management (advantageous).

At Numata, we’re not just a global IT services company, we are the #1 Business Technology Strategists for SMEs, and a people-first business that believes in the power of growth, support, and shared success. Our mission is to create a dynamic, empowering workplace where innovation meets integrity, and where every individual can thrive personally and professionally.

We believe your growth is our growth. That’s why we fund training and development programs, helping you gain certifications and build new skills without the financial burden. With career pathways and opportunities to promote from within, your potential at Numata knows no limits. As part of a globally recognized and rapidly scaling business, you’ll gain exposure to cutting-edge experiences. This isn’t just a job; it’s your gateway to a world of opportunity.

We equip our team with world-class tools and infrastructure, whether you're working remotely or from our offices. With premium IT support and the latest tech, we make it easy for you to do your best work, every day. Our offices are more than just places to work; they’re environments designed to energize and inspire. Enjoy fresh fruit, premium coffee, popcorn, vending machine, secure parking, and a space built around people’s needs and comfort. It’s truly a home away from home!

At Numata, integrity, honesty, respect, and trust are more than just words, they’re values we live by. We foster a collaborative, team-first environment with open-door leadership and real opportunities to connect, including regular initiatives like Lunch with the CEO. Got ideas? We’re listening. Innovation is everyone’s responsibility here. You’ll be empowered to share your voice, drive change, and shape the future of our business, no matter your role.

We care for our people beyond the workplace. Enjoy comprehensive benefits including fair compensation structures, medical insurance, disability cover, annual bonuses, and access to a dedicated counselling psychologist through our Employee Assistance Programme. From a healthy social calendar, monthly team meetings, celebrations of birthdays and milestones to leadership coaching and recognition programs, we make it a priority to celebrate achievements, big and small.

We’re growing the next generation of leaders. With access to mentorship, leadership development programs, and executive coaching, we help you step confidently into every stage of your professional journey.

Why Join, and Stay, with Numata?

Because at Numata, you’re not just doing a job. You’re building a career, doing whatever it takes, making an impact, and becoming part of a supportive, ambitious community that grows together.

Numata is where your potential meets purpose. Let’s grow together!

Visit our website for more information about us:

Business Technology Strategists for SMEs | Numata

We’re excited to meet passionate individuals who are ready to make a real impact and grow with us. If this sounds like the opportunity you’ve been looking for, we’d love to hear from you! Apply today and let’s start the conversation!