Senior Associate - Client Success

Overview

Baker Tilly is a leading advisory, tax, and assurance firm, providing clients with a coast-to-coast and global advantage in major U.S. regions and international financial centers. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) operate through an alternative practice structure under the AICPA Code of Professional Conduct and applicable laws, regulations, and professional standards. Baker Tilly US, LLP provides attestation services to its clients, while Baker Tilly Advisory Group, LP and its subsidiary entities offer tax and business advisory services. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP, trading as Baker Tilly, are independent members of Baker Tilly International, a worldwide network of accounting and business advisory firms in 141 territories, with a combined worldwide revenue of $5.2 billion. For more information, visit bakertilly.com or follow us on LinkedIn, Facebook, and Instagram. Contact your Baker Tilly talent acquisition professional to discuss work location requirements.

Responsibilities

• Develop and maintain trusted client relationships through intentional, scheduled engagement aligned with client tiering and business priorities.

• Assess client needs, communicate Baker Tilly's value proposition, solicit feedback, and connect clients with appropriate internal contacts and solution teams.

• Serve as a client liaison for escalated matters, coordinating with sales, service, product, PMO, consulting, and development teams to support a high-quality client experience.

• Promote high levels of client retention, reference ability, and client advocacy, including the development of client success stories where appropriate.

• Monitor assigned accounts for reference ability, support client satisfaction surveys, and track and help resolve support cases requiring escalation.

• Develop and execute account strategies to expand recurring product revenue within assigned Baker Tilly client relationships.

• Identify, qualify, and scope client needs for NetSuite, Baker Tilly Subscription Billing, and complementary third-party software solutions.

• Identify and scope opportunities for Baker Tilly professional services, including managed services, consulting, and development support.

• Ensure renewal and upsell license transactions are processed accurately and in a timely manner.

• Partner with sales and marketing to support client communications, newsletters, email campaigns, outreach, webinars, SuiteWorld participation, and other client-facing events.

• Communicate with marketing to connect clients with co-branding opportunities, testimonials, case studies, and approved company marketing initiatives.

• Maintain complete and accurate account, contact, opportunity, activity, task, license, sales order, and customer tier data in Salesforce and other PSO-supported systems.

• Adhere to transaction processes, conduct audits of customer, contact, license, and tier records, and identify opportunities to improve internal workflows.

• Ensure activity, opportunity, and forecast data remain accurate, current, and aligned with pipeline reporting expectations.

• Effectively use Baker Tilly and PSO-supported sales and client engagement resources, including Salesforce, HighSpot, ZoomInfo, and other supported platforms.

• Support follow-up on escalated accounts receivable matters related to aging invoices and complete timely activity tracking and time entry.

• Provide clear, supportable commit and upside forecasts to assist practice leadership with planning, staffing, and hiring decisions.

• Use and contribute to the improvement of AI-enabled business development tools, including prospect research, scoring, outreach sequencing, and proposal generation capabilities.

• Provide reporting on metrics and key performance indicators for assigned clients, including:

  • Business reviews completed in alignment with client tier categorization.
  • Services project activity.
  • Engagement support, including on-demand support, optimization services, and premier support services.
  • Licenses revenue associated with assigned clients.
  • Client renewal and retention rates.
  • Product license upsell activity by client.
  • Client satisfaction and engagement quality.
  • Third-party partner engagement and related recurring or commission revenue.

Qualifications

• Bachelor's degree in a relevant field and at least 3 years of related professional experience.

• Experience in technology or management consulting, customer success, IT engagement management, IT program management, or IT sales leadership.

• Proven ability to guide clients through technology-related scoping, sales, and service delivery cycles.

• Experience with NetSuite, ERP platforms, Salesforce CRM, software renewals, and related business applications.

• Strong organizational, analytical, and detail-oriented capabilities.

• Ability to manage multiple priorities and detailed processes in a fast-paced environment.

• Excellent verbal, written, and presentation skills.

• Demonstrated ability to influence action and build consensus to achieve objectives.

• Ability to work effectively in remote, in-office, and hybrid environments, with occasional travel as needed.

• Ability to collaborate effectively with distributed teams.