Client Experience Partner

Jobtailor; Town of Sun Prairie (WI); On-site; USD 60,000 - 85,000; Full time

Job summary

Jobtailor is seeking a results-driven Customer Success professional to manage an assigned portfolio, drive renewals, and identify growth opportunities. You will coordinate with engineering, service delivery, and sales to ensure service delivery aligns with client goals.

The role emphasizes proactive health monitoring, monthly or quarterly business reviews, and accurate record-keeping in CRM/PSA. Strong communication and MS Office skills are essential to succeed in a fast-paced environment.

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.
• Associate degree in business or related field.
• Strong interpersonal and communication skills with a customer-focused, service-first mindset.
• Proficiency with Microsoft Office applications.

Responsibilities

• Own client retention for an assigned portfolio, including renewal readiness and risk identification.
• Drive account expansion by identifying upsell/cross-sell opportunities with Sales and Account Managers.
• Conduct proactive check-ins to ensure satisfaction and capture feedback.
• Host regular business reviews monthly or quarterly with agenda, data, and follow-up.
• Coordinate internal and external stakeholders for reviews and escalations.
• Develop and maintain success plans documenting client goals, health, risks, and growth opportunities.
• Monitor client health indicators and act on negative trends.
• Support contract renewals with renewal docs and value summaries.
• Maintain accurate records in CRM/PSA and contribute to process docs.

Skills

Customer Success

Account Management

Client Services

Data Analysis

Utilization Monitoring

Education

Associate degree in business or related field

Tools

CRM Software

PSA Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

• 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