Senior Associate - Client Success

Baker Tilly•Houston, TX

13d•Hybrid

About The Position

Baker Tilly's NetSuite Solutions practice is one of the fastest-growing technology consulting groups in the firm. As an Oracle NetSuite partner operating under a Transaction Management Agreement (TMA), we sell both the NetSuite license and the implementation services that surround it, giving us a complete, differentiated offering in the mid-market ERP space. We are seeking a Senior Associate of Client Success to join our experienced NetSuite Practice Client Success team within Baker Tilly's Professional Sales Organization (PSO). Leveraging the resources, tools, and expertise of the PSO, this role will collaborate closely with Client Success and NetSuite Practice colleagues to advance shared sales, client success, and growth objectives. The NetSuite Practice is part of Baker Tilly's Digital Advisory Services group. This individual will be responsible for cultivating strong client relationships, supporting revenue growth within assigned accounts, coordinating cross-functional engagement, and contributing to continuous improvement across client success and sales operations processes.

Requirements

Bachelor's degree in a relevant field and at least 3 years of related professional experience.
Experience in technology or management consulting, customer success, IT engagement management, IT program management, or IT sales leadership.
Experience managing client and stakeholder relationships at the executive level.
Proven ability to guide clients through technology-related scoping, sales, and service delivery cycles.
Experience with NetSuite, ERP platforms, Salesforce CRM, software renewals, and related business applications.
Strong organizational, analytical, and detail-oriented capabilities.
Ability to manage multiple priorities and detailed processes in a fast-paced environment.
Excellent verbal, written, and presentation skills.
Demonstrated ability to influence action and build consensus to achieve objectives.
Ability to work effectively in remote, in-office, and hybrid environments, with occasional travel as needed.
Ability to collaborate effectively with distributed teams.

Responsibilities

Develop and maintain trusted client relationships through intentional, scheduled engagement aligned with client tiering and business priorities.
Assess client needs, communicate Baker Tilly's value proposition, solicit feedback, and connect clients with appropriate internal contacts and solution teams.
Serve as a client liaison for escalated matters, coordinating with sales, service, product, PMO, consulting, and development teams to support a high-quality client experience.
Build credibility with executive stakeholders, including CFOs, controllers, COOs, and IT leaders involved in ERP decisions.
Promote high levels of client retention, reference ability, and client advocacy, including the development of client success stories where appropriate.
Monitor assigned accounts for reference ability, support client satisfaction surveys, and track and help resolve support cases requiring escalation.
Develop and execute account strategies to expand recurring product revenue within assigned Baker Tilly client relationships.
Identify, qualify, and scope client needs for NetSuite, Baker Tilly Subscription Billing, and complementary third-party software solutions.
Identify and scope opportunities for Baker Tilly professional services, including managed services, consulting, and development support.
Ensure renewal and upsell license transactions are processed accurately and in a timely manner.
Serve as a pre-sales resource for clients, new leads, and prospects, as appropriate.
Partner with sales and marketing to support client communications, newsletters, email campaigns, outreach, webinars, SuiteWorld participation, and other client-facing events.
Collaborate with marketing to connect clients with co-branding opportunities, testimonials, case studies, and approved company marketing initiatives.
Maintain complete and accurate account, contact, opportunity, activity, task, license, sales order, and customer tier data in Salesforce and other PSO-supported systems.
Adhere to transaction processes, conduct audits of customer, contact, license, and tier records, and identify opportunities to improve internal workflows.
Ensure activity, opportunity, and forecast data remain accurate, current, and aligned with pipeline reporting expectations.
Effectively use Baker Tilly and PSO-supported sales and client engagement resources, including Salesforce, HighSpot, ZoomInfo, and other supported platforms.
Support follow-up on escalated accounts receivable matters related to aging invoices and complete timely activity tracking and time entry.
Provide clear, supportable commit and upside forecasts to assist practice leadership with planning, staffing, and hiring decisions.
Use and contribute to the improvement of AI-enabled business development tools, including prospect research, scoring, outreach sequencing, and proposal generation capabilities.
Provide reporting on metrics and key performance indicators for assigned clients, including: Business reviews completed in alignment with client tier categorization. Services project activity. Support services engagement, including on-demand support, optimization services, and premier support services. License revenue associated with assigned clients. Client renewal and retention rates. Product license upsell activity by client. Client satisfaction and engagement quality. Third-party partner engagement and related recurring or commission revenue.