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Client Success Analyst

Aktion Associates
  • Ohio
    6 days ago

    Job Description

    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 2026. We have a high-growth technical environment with a workforce of over 300 professionals. 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 long term 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. You'll partner with customers on strategic initiatives, software adoption, digital transformation opportunities, renewals, and growth planning, serving as a key advocate throughout their ERP journey. As AI, automation, analytics, and cloud technologies continue to reshape the industry, you'll be in a position to help clients navigate what's next while driving meaningful business outcomes.

    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 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, inside sales or a related field.
    • Experience with using CRM software is a plus.
    • Knowledge of the industry and products/services offered is a plus.
    • Experience or good understanding of Managed Services is a plus.
    Location: Onsite Maumee, OH 
     
    This position offers a competitive salary with a 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 is an Equal Opportunity Employer. Please visit www.aktion.com for more information about Aktion Associates.

    Numbers & Facts

    LocationOhio
    IndustryComputer/IT Services
    Company Size100 to 499 employees
    Year Founded1979
    Websitehttp://www.aktion.com/

    About Company

    We view our role as IT architects who partner with our customers to create a comprehensive technical roadmap that supports continued growth and profitability. We understand technology and the important role it serves. When the right solution is selected and implemented, it is a corporate asset than can deliver significant ROI. Our customers rely on Aktion Associates to be responsive, innovative and to provide consistent delivery of leading edge technologies. We do this every day, 24/7. To deliver this level of service, Aktion employs nearly 100 IT professionals including software engineers, application specialists, networking engineers, consultants, industry specialists and support staff.

    Skills

    • Accountingunmatched
    • Analysis Skillsunmatched
    • Artificial Intelligence (AI)unmatched
    • Automationunmatched
    • Cloud Computingunmatched
    • Communication Skillsunmatched
    • Compensation and Benefitsunmatched
    • Cross-Sellingunmatched
    • Customer Experienceunmatched
    • Customer Relationsunmatched
    • Customer Relationship Management (CRM)unmatched
    • Customer Relationship Management (CRM) Systemsunmatched
    • Customer Retention/Renewalunmatched
    • Customer Satisfactionunmatched
    • ERP (Enterprise Resource Planning)unmatched
    • Inside Salesunmatched
    • Interpersonal Skillsunmatched
    • Leadershipunmatched
    • Metricsunmatched
    • Multitaskingunmatched
    • Problem Solving Skillsunmatched
    • Reseller Channelunmatched
    • Risk Analysisunmatched
    • Salesunmatched
    • Sales Managementunmatched
    • Software as a Service (SaaS)unmatched
    • Strategic Planningunmatched
    • Time Managementunmatched
    • Up-Sellingunmatched

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