About the Role
The individual in this position will manage a portfolio of key accounts, driving product utilization and customer retention by identifying opportunities, resolving challenges, and aligning client goals with platform capabilities.
Responsibilities
- Oversee onboarding and integration for high-value clients
- Monitor customer health metrics and usage patterns
- Conduct regular business reviews with stakeholders
- Identify expansion opportunities within existing accounts
- Serve as primary point of contact for strategic customers
- Collaborate with support and product teams to escalate issues
- Develop success plans tailored to client objectives
- Track and report on customer satisfaction and retention
- Guide customers through renewal cycles
- Advocate for customer needs in internal roadmap discussions
- Deliver training sessions and adoption resources
- Analyze churn risks and implement mitigation strategies
- Maintain accurate account records in CRM systems
- Coordinate cross-functional initiatives for customer projects
- Ensure alignment between client expectations and service delivery
- Drive referenceability and case study participation
- Promote best practices in product utilization
- Respond to urgent account concerns promptly
- Facilitate feedback loops between users and development
- Support marketing initiatives through customer insights
- Manage contract amendments and upsell processes
- Foster long-term relationships with decision-makers
- Track KPIs including NRR, expansion, and CSAT
- Contribute to process improvements in customer operations
- Represent the team at customer events and conferences
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Hybrid work model with flexible scheduling
Team
Collaborative customer-facing team within a global software organization
Why Join Us
- Opportunity to shape the customer journey in a growing software company
- Exposure to innovative tools used by global organizations
- Supportive culture focused on professional development
- Involvement in strategic decisions affecting customer outcomes
Technology Stack
- Primary tools include Salesforce, G Suite, and internal analytics dashboards
- Integration with Jira, Confluence, and other developer platforms
- Use of automated onboarding and health monitoring systems
Available for qualified candidates
