Director of Customer Experience

Job overview

The Director of Customer Experience role is based in Juneau, AK, with flexible work arrangements within Alaska; it is not fully remote. The stated salary is $110,000–$130,000, DOE. Hansen Gress is a relationship-driven managed services provider with roots in Juneau and an expanding presence in Anchorage. The director owns and improves the client journey, building repeatable processes that support consistent service as the organization grows. The role aligns sales, onboarding, account management, and service delivery while strengthening client retention and developing client-facing teams.

What you'll do

• Own and improve the client lifecycle, including sales alignment, onboarding, account management, retention, strategic account planning, executive business reviews, escalations, communication standards, and customer health monitoring
• develop customer experience playbooks and onboarding processes
• establish customer health frameworks and account scoring
• improve sales-to-service handoffs
• build strategic account review programs
• develop retention strategies using data and feedback
• coach account managers and client-facing employees
• travel regularly within Alaska, including Anchorage and surrounding communities.

What we're looking for

Skills & competencies

director of customer experience

managed services provider

client lifecycle

customer success

account management

client retention

juneau ak

alaska-based

flexible scheduling

alaska travel

$110k–$130k

relocation assistance

health insurance

retirement plan

Work arrangement

• Weekend coverage required

Benefits & perks

• Health insurance including vision coverage
• retirement plan
• mobile device reimbursement
• flexible scheduling
• relocation assistance.

About the employer

MSP Hire, Inc. is hiring for this role. Industry: Wired Telecommunications Carriers. Sector: 51.