Client Experience Partner

Heartland Business Systems•West Des Moines, IA

About The Position

The Client Experience Partner serves as a trusted advisor and primary post-sales advocate for an assigned portfolio of clients, focusing on retention, satisfaction, and account expansion. The role proactively engages clients through routine check-ins and structured business reviews to help them realize maximum value from HBS services and solutions, identify retention risks early, and uncover opportunities to grow client relationships. The position owns client retention and renewal readiness, develops and executes save or remediation plans, and identifies expansion opportunities in partnership with Account Managers and Sales. It coordinates client business reviews and escalations, maintains client success plans and account records, monitors client health indicators, and advocates internally for client feedback and concerns. The role also supports contract renewals with Solution Consultants, contributes to internal process and system documentation, follows department and client-specific policies and procedures, and responds promptly to client communications. Travel to customer sites may be required for business reviews and relationship-building activities.

Requirements

2–4 years of experience in customer success, account management, client services, or a customer-facing IT services role.
Experience leading client-facing meetings, presentations, or business reviews.
Associate degree in business, technology, or a related field, or a combination of education and relevant experience.
Strong interpersonal and communication skills and a customer-focused, service-first mindset.
Ability to manage competing priorities across multiple client accounts.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
Ability to actively listen and understand others’ comments and questions.
Ability to adapt to workplace change.
Ability to build strong client relationships and deliver client-centric solutions.
Ability to communicate clearly and professionally, verbally and in writing, with stakeholders at all levels.
Ability to handle antagonistic situations and resolve conflict.
Ability to make critical decisions while following company procedures.
Truthfulness and credibility in the workplace.
Ability to manage multiple accounts, meetings, and follow-ups while maintaining detailed records.
Ability to prepare and deliver effective, data-driven presentations to internal and external audiences.
Ability to proactively solve work-related problems.
Ability to build relationships with customers and coworkers.
Ability to organize and complete work within deadlines.

Nice To Haves

5+ years of experience in customer success or account management within a managed services provider (MSP), IT services, or technology environment.
Experience working with retention, renewal, and expansion metrics, such as gross retention, net revenue retention, and upsell pipeline.
Working knowledge of managed IT services, cloud, networking, and security solutions sufficient to discuss service value with technical and business stakeholders.
Experience with CRM and PSA platforms, such as ConnectWise Manage, Salesforce, or HubSpot, and reporting/BI tools.
Bachelor’s degree in business, technology, or a related field.
Customer success or account management certification, such as Cisco Customer Success Manager or SuccessCOACHING CCSM.
Familiarity with ITIL concepts or ITIL Foundation certification.

Responsibilities

Own retention for an assigned portfolio of accounts, including renewal readiness, risk identification, and development and execution of save or remediation plans.
Identify upselling and cross-sell opportunities and partner with Account Managers and Sales to qualify and advance them.
Conduct proactive client check-ins to assess satisfaction, confirm service delivery meets expectations, and capture feedback.
Host and coordinate monthly or quarterly business reviews according to client tier, including scheduling, agenda development, data and report preparation, facilitation, and follow-up on action items.
Coordinate internal stakeholders, such as engineering, service delivery, account management, and leadership, as well as external client stakeholders for business reviews and escalations.
Develop and maintain client success plans documenting client goals, health status, risks, and growth opportunities.
Monitor client health indicators, including ticket trends, service utilization, CSAT/NPS results, and escalations, and act on negative trends before they affect retention.
Serve as an internal client advocate by routing client feedback and concerns to the appropriate teams and ensuring they are addressed.
Support contract renewals in partnership with Solution Consultants, including preparing renewal documentation and value summaries.
Maintain accurate, up-to-date records of client interactions, account plans, opportunities, and review documentation in company systems such as CRM/PSA platforms.
Contribute to and enhance internal department process and system documentation.
Follow department and client-specific policies and procedures.
Monitor email and phone for client communications and respond in a timely manner.
Travel to customer sites for business reviews and relationship-building activities as needed.
Perform other duties as assigned.