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 leading financial centers. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) offer professional services through an alternative practice structure in compliance with 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 provide tax and business advisory services to their clients. 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 independent accounting and business advisory firms in 141 territories, with 43,000 professionals and a combined worldwide revenue of $5.2 billion. For more information, visit bakertilly.com or follow us on LinkedIn, Facebook, and Instagram. Please discuss the 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.
• 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.
• Collaborate with sales and marketing to support client communications, newsletters, email campaigns, outreach, webinars, SuiteWorld participation, and other client-facing events.
• 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.
• 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.

Benefits

The national pay rate range for this job position is $83,820 to $127,120. Actual compensation is influenced by a variety of relevant factors including but not limited to applicant’s skills, prior experience, qualifications, degrees, professional certifications, work arrangements, and geographic location. Baker Tilly offers a comprehensive compensation and benefits package to eligible employees. The pay rate in CA is: $85,000 to $112,460.