Senior Associate - Client Success

Overview

Baker Tilly is a leading advisory, tax, and assurance firm with a global presence. It operates through an alternative practice structure and is part of Baker Tilly International, a worldwide network of accounting firms. For more information, visit bakertilly.com or follow us on LinkedIn, Facebook, and Instagram. Discuss work location requirements with your Baker Tilly talent acquisition professional.

Responsibilities

• Develop and maintain trusted client relationships through intentional, scheduled engagement aligned with client tiering and business priorities.
• Absorb 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.
• Build credibility with executive stakeholders, including CFOs, controllers, COOs, and IT leaders involved in ERP decisions.
• Promote high levels of client retention, reference ability, and client advocacy, including the development of client success stories where appropriate.
• Maintain complete and accurate account, contact, opportunity, activity, task, license, sales order, and customer tier data in Salesforce and other PSO-supported systems.
• 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.
• Support services engagement, 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.
• Experience managing client and stakeholder relationships at the executive level.
• 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.