Client Experience Partner

HEARTLAND BUSINESS SYSTEMS LLC•West Des Moines, IA

About The Position

The Client Experience Partner is a trusted advisor and primary post-sales advocate for an assigned portfolio of clients. The role focuses on client retention, satisfaction, and account expansion by proactively engaging clients through routine check-ins and structured business reviews. The partner helps clients realize maximum value from HBS services and solutions, identifies retention risks early, and uncovers opportunities to grow client relationships. The role works closely with clients and internal teams to manage renewals, respond to concerns, coordinate reviews and escalations, and maintain accurate client records and success plans. 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 with a customer-focused, service-first mindset.
Proven 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 changes.
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 detail-oriented records.
Ability to prepare and deliver effective, data-driven presentations to internal and external audiences.
Ability to solve or proactively address 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 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 with reporting or 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, including renewal readiness, risk identification, and developing and executing save or remediation plans.
Identify upselling and cross-selling opportunities and partner with Account Managers and Sales to qualify and advance them.
Conduct proactive client check-ins to confirm satisfaction, verify 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 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.
Represent client interests internally and ensure client feedback and concerns are routed to and addressed by appropriate teams.
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.