Role Description We are seeking a driven and organized Client Experience Manager to oversee client communications, coordinate service details, and ensure every interaction reflects a smooth, professional, and high-quality experience. This fully remote position is ideal for someone who thrives behind the scenes, enjoys managing moving parts, and takes ownership of client satisfaction from start to finish. This role is well suited for self-motivated individuals who can work independently while leveraging structured systems, tools, and training provided. If you're proactive, dependable, and confident managing workflows in a remote environment, this opportunity offers flexibility and long-term growth potential. What You’ll Do: - Oversee ongoing client communications and service workflows - Ensure timely follow-ups, confirmations, and status updates - Coordinate scheduling, documentation, and client requests with accuracy - Proactively identify and resolve issues to maintain a seamless experience - Maintain detailed records and contribute to workflow improvements - Deliver consistent, professional support throughout the client journey Qualifications - Strong communication, organization, and problem-solving skills - Client service, account management, or customer-facing experience preferred (not required) - Ability to work independently while utilizing provided systems and resources - Detail-oriented, reliable, and deadline-driven - Tech-comfortable and adaptable to new platforms - Must be a citizen of the US, UK, Australia, Mexico, Spain, or LATAM Benefits - 100% remote flexibility - Structured onboarding and ongoing support - Clear processes and systems provided - Growth opportunities within a supportive, team-focused environment

• Telephone customer support: You are the first point of contact by phone and guide our clients in a friendly and professional manner through the entire event process. • Needs analysis & consulting: You conduct structured calls, clarify requirements, and assist in selecting event formats, venues, and services. • Coordination with partners: You handle phone contact with venues, caterers, and vendors to obtain quotes and coordinate arrangements. • Use of our AI platform: You actively use our software to support event planning and provide valuable feedback to the product team. • Documentation & follow-up: You document conversations, maintain our systems (CRM/project management), and assist in preparing proposals and reports. • Event support: You are present on-site at events to ensure they are executed successfully.

• Serve as the primary point of contact for assigned client accounts, ensuring timely communication, strong relationship management, and effective resolution of client needs. • Build and maintain strong, long-term relationships with key client contacts, business executives, stakeholders, and decision-makers. • Act as a trusted advisor by understanding each client’s business needs, service expectations, contract requirements, and opportunities for expanded support. • Manage the full client lifecycle, including onboarding, training, activation, ongoing account support, renewals, and account growth. • Identify opportunities for upselling, cross-selling, expanded service usage, and additional solutions based on client needs, account history, usage trends, and business objectives. • Partner closely with sales, operations, marketing, and product teams to support client growth, improve the customer experience, and deliver solutions that align with client expectations. • Monitor account health, client satisfaction, service usage, communication trends, and potential risks to retention. • Develop and execute account management strategies that improve client engagement, increase service adoption, and support revenue growth. • Manage customer activations and ensure new clients are fully onboarded, trained, and able to go live as quickly and smoothly as possible. • Analyze customer data, service trends, and account activity to identify opportunities for improvement, process consistency, and proactive outreach. • Address escalated client concerns, high-severity requests, service issues, or urgent account needs with professionalism, urgency, and follow-through. • Support retention efforts by proactively identifying client concerns, resolving issues early, and maintaining regular client communication. • Assist in building, improving, and documenting Client Success SOPs, workflows, communication templates, and account management best practices. • Maintain accurate and timely account records in CRM systems, including client notes, follow-up tasks, opportunities, risks, and account activity. • Contribute to customer success team initiatives by sharing best practices, identifying process gaps, and supporting continuous improvement. • Represent KENTECH professionally in all client interactions while maintaining strict confidentiality and compliance with company security standards.

• Interact with junior to mid-level advertising agency and media publisher partner clients for engagements across NCS' solution suite • Ownership of some components of measurement process - Exposure collection & management, Initial powerpoint development, Communication with agencies/partners on certain items pre-, mid-, & post-analysis • Execute, analyze, and perform quality assurance checks on NCS data, enabling insights and recommendations to clients • Independently manage and execute workflows within targeting, optimization, measurement & clean room processes, coordinating internal and external stakeholders to ensure timely and accurate delivery of work • Support client needs in a timely and efficient manner demonstrating critical thinking and problem solving, and commitment to quality and excellent client service • Leads conversations with support from Managers with Junior and Mid-Level agency contacts specific to target building, optimization and measurement inputs. • Engage with annual client planning • Engage cross-functionally with other internal NCS teams to deliver solutions to clients and/or proactively resolve client issues