Responsibilities
- Establish and sustain strong direct relationships with key client stakeholders through consistent, meaningful engagement.
- Organize and lead operational and periodic business review meetings to align customer goals with their journey.
- Manage end-to-end contract renewals, including commercial discussions and customer alignment.
- Drive account growth by identifying unmet needs, suggesting relevant solutions, and ensuring high satisfaction reflected in retention and usage metrics.
- Work with Sales to support account growth by identifying, qualifying, and transferring expansion opportunities.
- Improve overall client satisfaction as measured by Net Promoter Score.
- Deliver a seamless, high-quality customer experience across all lifecycle stages by coordinating with implementation, project, IT, admin, and end-user teams.
- Act as the customer advocate internally, sharing insights with departments such as sales, services, marketing, finance, and operations.
- Support product implementation by engaging directly with senior client stakeholders, including executives and directors.
- Identify and promote opportunities for client advocacy and reference participation.
