Client Success Analyst

About Aktion

• Aktion Associates is a North American ERP software reseller in the top 20 of the VAR 100 reseller market and top workplaces in 20
• 25. We have a high-growth technical environment with a workforce of over 250 professionals.
• We have a two year growth initiative to build our total workforce to 3
• 50. The workforce is highly skilled and consists of application consultants, software engineers, and networking engineers located throughout the U.S and Canada.

Client Success Analyst

We are seeking a Client Success Analyst who will be responsible for building and maintaining strong, long-term relationships with post-Go Live clients, driving client satisfaction, retention, and expansion.

This role serves as a key point of contact for clients, supporting an extraordinary client experience and advocating for their needs internally and collaborating with various teams to ensure successful product adoption and satisfaction.

Roles and Responsibilities

• Software Subscription Renewals: meet with clients 90-days prior to renewal date to review renewal details, execute changes and collaborate with Accounting to initiate invoice and assist with payment collection.
• Identify at-risk clients and take proactive steps to mitigate churn through intervention strategies and outreach.
• Engage in Net Promoter activities to identify referrals, references and success stories.
• Develop and maintain strong, long-term relationships with key client stakeholders.
• Meet with each client account at a minimum of once every 4 months to engage in strategic discussions, software utilization, with a goal of identifying software and services opportunities for our sales team.
• Introduce successful corporate-driven programs and initiatives
• Monitor and report on key metrics such as Client Satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product adoption to the divisional leadership.
• Identify relevant industry advancements and opportunities for upselling and cross-selling.
• Update and maintain CRM with logs of all client related activities.

Education, Experience and Skills

• Proven ability to build strong client relationships and drive satisfaction.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities with a solution-oriented mindset.
• Ability to work independently and collaboratively within a team.
• Be a strong multi-tasker who can work on internal projects and client initiatives while attending to requests from clients in a timely fashion.
• Experience with using CRM software is a plus.
• Knowledge of the industry and products/services offered is a plus.
• Experience with Infor and/or Deltek is a plus.
• Experience or good understanding of Managed Services is a plus.
• Experience with SaaS subscriptions, either from experience working with a software publisher or reseller is required.
• Bachelor’s degree or equivalent work experience.
• 3+ years of experience in client success, account management, or a related field.

This position offers a competitive salary, quarterly bonus, with the potential for performance-based year-end bonus. Aktion Associates offers a comprehensive benefits plan including an employer matching 401k plan.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact HR at hr@aktion.com and let us know the nature of your request and your contact information.

Aktion Associates Inc. participates in E-Verify, a system that verifies the employment eligibility of all new hires in the United States. By applying for this position, you acknowledge that you may be required to provide documents confirming your eligibility to work in the U.S.

Aktion Associates is an Equal Opportunity Employer. Please visit www.aktion.com for more information about Aktion Associates