Responsibilities
- Drive renewals and expand revenue from assigned customer accounts by identifying evolving needs, suggesting relevant offerings, and ensuring high satisfaction through strong retention and product engagement metrics.
- Improve client satisfaction as tracked by Net Promoter Score performance.
- Deliver a smooth, high-quality customer journey across all stages of the lifecycle by aligning with implementation, project, administrative, IT, and end-user teams.
- Act as the internal advocate for customers by collaborating with sales, expansion, services, marketing, finance, customer operations, and support functions.
- Work closely with the Expansion Sales team to identify, assess, and hand off opportunities for account growth.
- Partner with the Implementation team to guide senior client stakeholders, including executives and directors, through product and module onboarding.
- Develop and sustain trusted relationships with key client contacts and ensure continuity over time.
- Proactively identify and promote opportunities for client advocacy and referenceability.
