Client Experience Partner

Heartland Technology Group

Description:

Position Summary:

The Client Experience Partner serves as a trusted advisor and primary post-sales advocate for assigned clients, with a focus on client retention, satisfaction, and account expansion. This role proactively engages clients through routine check-ins and structured business reviews to ensure clients are realizing maximum value from their HBS services and solutions, identifying risks to retention early, and uncovering opportunities to grow the relationship.

Roles and Responsibilities/ Essential Functions:

• Own client retention for an assigned portfolio of accounts, including renewal readiness, risk identification, and the development and execution of save/remediation plans.
• Drive account expansion by identifying upselling and cross-sell opportunities and partnering with Account Managers and Sales to qualify and advance those opportunities.
• Conduct routine proactive check-ins with clients to ensure satisfaction, confirm service delivery is meeting expectations, and capture feedback.
• Host and coordinate routine business reviews on a monthly or quarterly basis (based on client tier), including scheduling, agenda development, data/report preparation, facilitation, and follow-up on action items.
• Coordinate appropriate internal stakeholders (e.g., engineering, service delivery, account management, leadership) and external client stakeholders for business reviews and escalations.
• Develop and maintain success plans for assigned clients that document client goals, health status, risks, and growth opportunities.
• Monitor client health indicators such as ticket trends, service utilization, satisfaction (CSAT/NPS) results, and escalations; act on negative trends before they impact retention.
• Serve as a client advocate internally, ensuring client feedback and concerns are routed to and addressed by the appropriate teams.
• Support contract renewals in partnership with Solution Consultants, including preparing renewal documentation and value summaries.
• Maintain accurate and up-to-date records of client interactions, account plans, opportunities, and review documentation in company systems (e.g., CRM/PSA).
• Contribute to and enhance internal department process and system documentation.
• Follow policies and procedures on a department and per client basis.
• Monitor email and phone for client communications and respond in a timely manner.
• Ability to travel to customer sites for business reviews and relationship-building activities.
• Perform other duties, as assigned.

Requirements:

Competencies:

• Active Listening: Ability to actively attend to, convey, and understand the comments and questions of others.
• Adaptability: Ability to adapt to change in the workplace.
• Client Focus:Ability to build strong client relationships and deliver client-centric solutions.
• Communication: Ability to communicate clearly and professionally with stakeholders at all levels, both verbally and in writing.
• Conflict Resolution: Ability to deal with others in an antagonistic situation.
• Decision Making: Ability to make critical decisions while following company procedures.
• Integrity: Ability to be truthful and be credible in the workplace.
• Organization: Ability to manage multiple accounts, meetings, and follow-ups while keeping detail-oriented records.
• Presentation Skills: Ability to prepare and deliver effective, data-driven presentations to internal and external audiences.
• Problem Solving: Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building: Ability to effectively build relationships with customers and co-workers.
• Time Management: Ability to utilize the available time to organize and complete work within given deadlines.

Required Experience:

• 2-4 years' experience in a customer success, account management, client services, or customer-facing IT services role.
• Experience leading client-facing meetings, presentations, or business reviews.

Preferred Experience:

• 5+ years' 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 (e.g., gross retention, net revenue retention, upsell pipeline).
• Working knowledge of managed IT services, cloud, networking, and security solutions sufficient to discuss service value with both technical and business stakeholders.
• Experience with CRM and PSA platforms (e.g., ConnectWise Manage, Salesforce, HubSpot) and reporting/BI tools.

Required Skills, Education and/ or Certifications:

• 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 (Outlook, Word, Excel, PowerPoint).

Preferred Skills, Education and/ or Certifications:

• Bachelor's degree in business, technology, or a related field.
• Customer success or account management certification (e.g., Cisco Customer Success Manager, SuccessCOACHING CCSM).Familiarity with ITIL concepts or ITIL Foundation certification.

Equal Opportunity Employer - Disabled/Vets

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Equal employment opportunity, including veterans and individuals with disabilities.

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