Client Experience Champion – Retention & Growth

Heartland Business Systems; Sedalia (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

Heartland Business Systems is seeking a Client Experience Partner to serve as a trusted post-sales adviser, focusing on client retention, satisfaction, and account expansion. You will engage clients through regular check-ins and business reviews to maximize value from HBS services, identify renewal risks early, and uncover opportunities to grow relationships.

The role requires leading client meetings, coordinating internal and external stakeholders, and developing success plans while monitoring

Qualifications

• 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.
• Bachelor's degree in business, technology, or a related field.

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, including scheduling, agenda development, data/report preparation, facilitation, and follow-up on action items.
• Coordinate appropriate internal stakeholders 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 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 records of client interactions, account plans, opportunities, and review documentation in company systems.

Skills

Active Listening

Adaptability

Client Focus

Communication

Conflict Resolution

Decision Making

Integrity

Organization

Presentation Skills

Problem Solving

Relationship Building

Time Management

Education

Associate degree

Bachelor's degree

Tools

ConnectWise Manage

Salesforce

HubSpot

Power BI

Job description

Heartland Business Systems is seeking a Client Experience Partner to serve as a trusted post-sales adviser, focusing on client retention, satisfaction, and account expansion. You will engage clients through regular check-ins and business reviews to maximize value from HBS services, identify renewal risks early, and uncover opportunities to grow relationships.

The role requires leading client meetings, coordinating internal and external stakeholders, and developing success plans while monitoring