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Role Description

Becht is looking for a proactive, organized, and client-focused person to help support the user experience of our BechtCONNECT platform. In this role, you’ll work directly with clients to:

• Ensure they are trained effectively on how to use the platform
• Maintain communication with them when issues arise
• Analyze their usage of the platform to demonstrate its value
• Manage retention and renewals

You’ll be the first point of contact for our existing clients, aiming to provide a great experience. You’ll also collaborate closely with our product and development teams to address issues and propose improvements.

Key Responsibilities

• Help New Clients Get Started:
  • Coordinate kickoff meetings
  • Ensure all technical setup (user access and system configuration) is ready
  • Work with internal teams to prepare materials
  • Lead or support onboarding sessions
  • Follow up after launch to ensure smooth operation
• Be the Go-To Person for Users:
  • Respond to client questions about the platform
  • Help troubleshoot basic issues
  • Coordinate with our development team for fixes
  • Keep clients updated until issues are resolved
  • Collect client feedback for product development
  • Send out client newsletters for new releases
• Monitor Engagement and Support Growth:
  • Track usage and engagement trends
  • Provide refresher trainings if activity drops off
  • Prepare materials for Quarterly Business Reviews (QBRs)
  • Help clients understand the platform's value
  • Monitor project budgets and communicate burn rates
• Support Renewals & Retention:
  • Track renewal dates and prepare proposals
  • Help prepare renewal conversations
  • Identify potential risks early
  • Coordinate for smooth renewal processing
  • Ensure billing accuracy and transparency

Qualifications

• Bachelor’s degree preferred or equivalent experience
• 2+ years of experience in client success, account coordination, project support, or similar role
• Proactive, client-focused mindset with strong follow-through
• Strong organizational and project coordination skills
• Excellent written and verbal communication skills
• High attention to detail and process discipline
• Ability to manage multiple priorities with a proactive mindset
• Proven ability to balance competing priorities across diverse stakeholders

Preferred Qualifications

• Experience with SaaS, digital platforms, or client portals
• Experience analyzing data or usage metrics to support business decisions
• Experience working cross-functionally across technical and commercial teams

What Success Looks Like in This Role

• Users experience smooth onboarding and consistent follow-through
• Users feel supported and informed
• Users clearly understand platform value
• Revenue retention and platform usage metrics remain strong
• Communication is clear, timely, and professional
• Balance forward-looking responsibilities with responsive support
• Team processes become more efficient over time

Benefits

• A positive, collaborative workforce
• Access to further training and development
• Mentoring programs
• Company and family events
• Community outreach programs
• Room to grow your career
• Participation in our 9/80 program (every other Friday off)

Company Description

Founded in 1964, Becht is a rapidly growing, family-owned multidiscipline engineering firm serving the energy sector (refining, petrochemical, midstream, and power generation industries). We combine deep technical expertise with practical execution to help clients operate safely, efficiently, and reliably.

With a network of over 1200 accomplished technical experts across all engineering disciplines, Becht delivers solutions grounded in excellence.

All of Becht’s services revolve around our mission: To Help Our Clients Succeed.