Client Experience Partner

Heartland Business Systems

Client Experience Partner responsible for client retention and satisfaction in IT services. Engaging clients through routine check-ins and business reviews to ensure value from services and solutions.

Posted 7/24/2026full-timePewaukee • Wisconsin • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client retention strategies, account management, and proactive client engagement. Proficient in analyzing client health indicators and facilitating business reviews to drive satisfaction and growth.

Highest-signal resume keywords

Client RetentionAccount ManagementCustomer SuccessBusiness ReviewsMicrosoft Office Proficiency

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 Health MonitoringUpsellingCross-SellingRisk IdentificationData Preparation

Soft Skills

Interpersonal SkillsCommunication SkillsCustomer-Focused MindsetService-First MindsetPriority Management

Tools & Technologies

CRMPSAMicrosoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint

Industry Keywords

Client ServicesIT ServicesCustomer-Facing RoleService DeliveryClient Advocacy

About the role

Key responsibilities & impact

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).

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).

Benefits

Comp & perks

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