Responsibilities
- Collaborate with the Account Director to oversee a portfolio of enterprise clients, serving as their primary technical and strategic liaison.
- Guide and support junior Solutions Engineers by offering expertise, resolving escalations, and fostering professional growth.
- Manage end-to-end customer lifecycle, from intricate multi-stage onboarding to sustained strategic success, ensuring adoption and performance goals are achieved.
- Supervise technically complex tasks such as advanced system configurations, workflow architecture, data migration planning, and access controls.
- Assist clients in transforming intricate business operations into streamlined, scalable workflows and automated processes.
- Serve as a senior-level technical resource for resolving escalated support issues, coordinating with internal teams for timely solutions.
- Advocate for customer needs by collecting structured input and delivering actionable insights to the Product team to shape future development.
- Develop strategies to monitor customer health and platform usage, identifying optimization potential and addressing engagement risks.
- Establish and monitor critical success indicators, including Time to First Value (TTFV), aligned with phased rollout plans.
- Uncover expansion opportunities through in-depth customer understanding and refer them to the appropriate Account Director.
- Support contract renewals by preparing performance summaries, showcasing long-term value, and highlighting platform engagement metrics.
- Remain current on product updates, industry best practices, and AI innovations, and share knowledge across the team.
Work Arrangement
Remote (Country)
Team
Team operates across 18 countries with a multicultural composition.
Other
- The company operates in a diverse, multicultural environment with team members across 18 countries.
- It values inclusivity and actively encourages applications from individuals of all backgrounds.
