Client Experience Partner

• 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).

• 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.
• 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).

Demonstrates expertise in client retention strategies, account management, and proactive client engagement. Proficient in analyzing client health indicators and facilitating business reviews to drive satisfaction and growth.

• Client Retention
• Account Management
• Customer Success
• Business Reviews
• Microsoft Office Proficiency

• Client Health Monitoring
• Upselling
• Cross-Selling
• Risk Identification
• Data Preparation

• Interpersonal Skills
• Communication Skills
• Customer-Focused Mindset
• Service-First Mindset
• Priority Management

• Client Services
• IT Services
• Customer-Facing Role
• Service Delivery
• Client Advocacy

• CRM
• PSA
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft Power Point