Senior Associate - Client Success

Overview

Baker Tilly is a leading advisory, tax and assurance firm, providing clients with a genuine coast-to-coast and global advantage in major regions of the U.S. and in many of the world’s leading financial centers - New York, London, San Francisco, Los Angeles, Chicago and Boston. Baker Tilly Advisory Group, LP and Baker Tilly US, LLP (Baker Tilly) provide professional services through an alternative practice structure in accordance with the AICPA Code of Professional Conduct and applicable laws, regulations and professional standards. Baker Tilly US, LLP is a licensed independent CPA firm that provides attest services to its clients. Baker Tilly Advisory Group, LP and its subsidiary entities provide tax and business advisory services to their clients. Baker Tilly Advisory Group, LP and its subsidiary entities are not licensed CPA firms.

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. Visit bakertilly.com orjoin the conversation on LinkedIn, Facebook and Instagram.

Please discuss the work location status with your Baker Tilly talent acquisition professional to understand the requirements for an opportunity you are exploring.

Baker Tilly is an equal opportunity/affirmativeaction employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, gender identity, sexual orientation, or any other legally protected basis, in accordance with applicable federal, state or local law.

Any unsolicited resumes submitted through our website or to Baker Tilly Advisory Group, LP, employee e-mail accounts are considered property of Baker Tilly Advisory Group, LP, and are not subject to payment of agency fees. In order to be an authorized recruitment agency ("search firm") for Baker Tilly Advisory Group, LP, there must be a formal written agreement in place and the agency must be invited, by Baker Tilly's Talent Attraction team, to submit candidates for review via our applicant tracking system.

Job Description:

Baker Tilly's NetSuite Solutions practice is one of the fastest-growing technology consulting groups in the firm. As an Oracle NetSuite partner operating under a Transaction Management Agreement (TMA), we sell both the NetSuite license and the implementation services that surround it, giving us a complete, differentiated offering in the mid-market ERP space.

We are seeking a Senior Associate of Client Success to join our experienced NetSuite Practice Client Success team within Baker Tilly's Professional Sales Organization (PSO). Leveraging the resources, tools, and expertise of the PSO, this role will collaborate closely with Client Success and NetSuite Practice colleagues to advance shared sales, client success, and growth objectives. The NetSuite Practice is part of Baker Tilly's Digital Advisory Services group.

This individual will be responsible for cultivating strong client relationships, supporting revenue growth within assigned accounts, coordinating cross-functional engagement, and contributing to continuous improvement across client success and sales operations processes.

Responsibilities:

Client Relationship Management

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

Revenue Growth & Account Strategy

• 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.
• Serve as a pre-sales resource for clients, new leads, and prospects, as appropriate.

Communications, Marketing & Events

• Partner with sales and marketing to support client communications, newsletters, email campaigns, outreach, webinars, SuiteWorld participation, and other client-facing events.
• Collaborate with marketing to connect clients with co-branding opportunities, testimonials, case studies, and approved company marketing initiatives.

Data Integrity & Process Discipline

• 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.

Forecasting, Reporting & AI-Enabled Selling

• 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.
  • License 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 preferred, or equivalent years of experience in lieu of a degree.
• 3 years minimum 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.

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