Client Experience Lead (Remote)

Account Management & Client Experience

Own the primary client relationship for an assigned account portfolio via proactive communication, regular cadence, and clear accountability for outcomes.

Serve as each client's strategic technology advisor, surfacing risks, opportunities, and roadmap priorities in plain language.

Own the client experience end-to-end from onboarding through renewal and expansion; identifying friction points and closing them.

Manage client-facing delivery through the DSC digital portal ensuring every client has an accurate, current view of their environment and relationship.

Drive client satisfaction and retention metrics; manage escalation situations with composure and urgency.

vCISO Advisory Function

Help develop structured and automated security assessments against CIS Controls (v7/v8) and FTC Safeguards Rule requirements; document findings and drive prioritized remediation.

Translate technical risk findings into business impact language and present confidently to non-technical executives, owners, and boards.

Develop and maintain client-specific technology standards and security roadmaps aligned to their industry, size, and risk profile.

Own the security narrative in business reviews driving posture trending, open risk items, and upcoming regulatory considerations.

Advises on incident response readiness, policy gaps, and third-party risk exposure relevant to each client's environment.

Reporting & Technology Reviews

Help develop automated business reviews, along with requirements for preparation and delivery to include environment health, ticket trends, project status, and strategic roadmap.

Maintain accurate documentation for each account: asset inventory, technology standards baseline, and open action items.

Leverage the client portal to surface real-time environment data and interact with clients to ensure they are never surprised by something.

Identify trends across the portfolio and clients by examining common risks, shared upgrade cycles, and emerging threats to build playbooks and reporting to surface across the base.

Scoping, Quoting & Revenue Growth

Own the scoping and quoting process for assigned accounts by collaborating with technical staff to build accurate, compelling proposals.

Identify and act on cross-sell and upsell opportunities grounded in the client's posture and roadmap, not quota pressure.

Drive adoption of DSC security, backup, and managed service offerings by connecting them to real client risk and business outcomes.

Maintain pipeline visibility and forecast accuracy for assigned accounts.

Process & Team Development

Build and formalize account management processes, business review templates, and client communication standards for the Client Experience team.

Develop playbooks and automation requirements for common client scenarios like onboarding, renewal, escalation, and technology standards adoption.

Surface client feedback, market signals, and competitive intelligence to inform DSC's service and product direction.