Responsibilities
- Lead the onboarding process and establish clear success benchmarks for clients
- Set up client accounts and provide comprehensive training sessions
- Ensure seamless rollout and integration of services
- Monitor initial adoption rates and address any onboarding gaps
- Manage a portfolio of 20 to 40 client accounts
- Serve as the main point of contact for assigned clients
- Develop and maintain strong relationships with key stakeholders
- Schedule and lead routine check-ins and strategic business discussions
- Track client engagement using platforms such as Gainsight, ChurnZero, or Totango
- Proactively detect accounts showing signs of disengagement
- Implement re-engagement strategies for at-risk clients
- Conduct Quarterly Business Reviews tied to measurable return on investment
- Assess incoming client issues and route them to internal teams as needed
- Collaborate with product and technical departments to resolve problems
- Follow through to ensure issues are fully resolved and clients are satisfied
- Spot opportunities for upselling or cross-selling within existing accounts
- Partner with sales teams to drive account expansion
- Manage the renewal pipeline and adhere to renewal timelines
- Prepare renewal contracts and facilitate smooth续约 processes
- Monitor and report on client health, product usage, and renewal status
- Gather client feedback and relay insights to product development teams
- Enhance the overall customer journey and satisfaction
Work Arrangement
Remote (Worldwide)
Other
- Working Hours: U.S. client business hours
- Position Type: Full-Time, Remote
