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).
• 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.

Requirements

• 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).

Core Competencies

Demonstrates expertise in client retention and account management, focusing on upselling, cross-selling, and proactive client engagement. Proficient in monitoring client health indicators and facilitating business reviews to ensure client satisfaction and service delivery.

Highest-signal resume keywords

• Client Retention Management
• Account Expansion Strategies
• Client Health Monitoring
• Business Review Facilitation
• Microsoft Office Proficiency

ATS Optimization Keywords

Hard Skills

• Customer Success
• Account Management
• Client Services
• Data Analysis
• Service Utilization Monitoring

Soft Skills

• Interpersonal Skills
• Communication Skills
• Customer-Focused Mindset
• Time Management
• Problem-Solving

Industry Keywords

• Client Advocacy
• Renewal Documentation
• Service Delivery
• Client Feedback
• Business Reviews

Tools & Technologies

• CRM Software
• PSA Tools
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint