Client Experience Partner

Job Description

Responsibilities

• 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

Are you interested in this position?
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