Client Experience Partner

Heartland Business Systems

. Serve as a trusted advisor and primary post-sales advocate for assigned clients .

Posted 10/23/2026full-timeWest Des Moines • Iowa • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client retention, account management, and customer success strategies, with a strong focus on upselling, cross-selling, and stakeholder engagement. Proficient in utilizing CRM systems and Microsoft Office applications to enhance client interactions and drive satisfaction metrics.

Highest-signal resume keywords

Client Retention ManagementAccount Management ExperienceCustomer Success StrategiesCRM ProficiencyInterpersonal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client Success PlanningService Utilization MonitoringBusiness Review FacilitationRenewal Documentation PreparationData Analysis for CSAT/NPS

Soft Skills

Strong Interpersonal SkillsCustomer-Focused MindsetEffective CommunicationAbility to Manage Competing Priorities

Tools & Technologies

Microsoft Office SuiteCRM PlatformsPSA SystemsReporting Tools

Certifications & Qualifications

Customer Success CertificationITIL Foundation Certification

Industry Keywords

Managed IT ServicesCloud SolutionsNetworking SolutionsSecurity SolutionsAccount Expansion Metrics

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as a trusted advisor and primary post-sales advocate for assigned clients
Own client retention, including renewal readiness, risk identification, and save/remediation plans
Drive account expansion through upselling and cross-selling with Account Managers and Sales
Conduct proactive client check-ins to assess satisfaction, service delivery, and feedback
Host and coordinate monthly or quarterly business reviews, including scheduling, agendas, reporting, facilitation, and follow-up
Coordinate internal and external stakeholders for business reviews and escalations
Develop and maintain client success plans covering goals, health status, risks, and growth opportunities
Monitor ticket trends, service utilization, CSAT/NPS results, and escalations; address negative trends
Advocate for clients internally and route feedback to appropriate teams
Support contract renewals with Solution Consultants by preparing renewal documentation and value summaries
Maintain accurate client interaction, account plan, opportunity, and review records in CRM/PSA systems
Enhance internal department process and system documentation
Follow department and client-specific policies and procedures
Monitor email and phone communications and respond promptly
Travel to customer sites for business reviews and relationship-building activities
Perform other assigned duties

Requirements

What you’ll need

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)
Preferred: 5+ years' experience in customer success or account management within an MSP, IT services, or technology environment
Preferred: Experience with retention, renewal, and expansion metrics
Preferred: Working knowledge of managed IT services, cloud, networking, and security solutions
Preferred: Experience with CRM and PSA platforms such as ConnectWise Manage, Salesforce, or HubSpot, and reporting/BI tools
Preferred: Bachelor's degree in business, technology, or a related field
Preferred: Customer success or account management certification
Preferred: Familiarity with ITIL concepts or ITIL Foundation certification

Benefits

Comp & perks

Full-time employment
Ability to travel to customer sites for business reviews and relationship-building activities