Client Experience & Growth Partner

Heartland Business Systems, LLC.; West Des Moines (IA); On-site; USD 70,000 - 100,000; Full time

Job summary

Heartland Business Systems, LLC. seeks a Client Experience Partner to serve as a trusted advisor for an assigned client portfolio, focusing on retention, satisfaction, and growth.

You will conduct routine check-ins and quarterly business reviews to ensure clients derive maximum value from HBS services and solutions. Responsibilities include coordinating stakeholder teams, tracking health metrics, supporting renewals, and maintaining detailed client records in CRM/PSA.

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.

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.
• 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.

Skills

Active Listening

Adaptability

Client Focus

Communication

Conflict Resolution

Decision Making

Integrity

Organization

Presentation Skills

Problem Solving

Relationship Building

Time Management

Education

Associate degree in business, technology, or related field

Bachelor's degree in business, technology, or related field

Customer success or account management certification

Tools

CRM systems

PSA platforms (ConnectWise Manage, Salesforce, HubSpot)

Microsoft Office

Job description

Heartland Business Systems, LLC. seeks a Client Experience Partner to serve as a trusted advisor for an assigned client portfolio, focusing on retention, satisfaction, and growth.

You will conduct routine check-ins and quarterly business reviews to ensure clients derive maximum value from HBS services and solutions. Responsibilities include coordinating stakeholder teams, tracking health metrics, supporting renewals, and maintaining detailed client records in CRM/PSA.