Responsibilities
- Lead executive-level engagements to align product usage with customer business goals, industry trends, and transformation initiatives.
- Develop and deliver Strategic Success Plans that drive adoption, maturity, and measurable impact.
- Identify and recommend key initiatives that expand customer value and business impact.
- Act as the data storyteller - bringing metrics to life through customized use case adoption, white glove service and training.
- Collaborate with Account Directors to guide strategic account planning and ensure long-term customer satisfaction and retention.
- Translate complex customer data and product insights into compelling business cases and executive narratives.
- Identify at-risk scenarios early and drive proactive risk mitigation and renewal strategies.
- Leverage industry and customer knowledge to provide best practices and frameworks that guide global brands through digital transformation.
- Contribute to the development of reusable strategic assets and customer playbooks.
Requirements
- Extensive customer service management background with a proven track record of leading brand relationships, ensuring exceptional client experiences, strengthening brand loyalty, and driving long-term partnership growth.
- Demonstrated ability to effectively manage day-to-day client relationships both in-person and virtually, with particular expertise in navigating and optimizing engagement within digital environments; willing and able to travel 15β20% as needed.
- A proactive and self-starting attitude with the ability to thrive in a collaborative, fast-paced team environment focused on retention and growth.
- Strong analytical thinking with the ability to deliver strategic insights that bring value to clients.
- Excellent time management skills with the ability to prioritize tasks and meet deadlines.
- Exceptional communication skills including listening, presentation, writing, and speaking.
- Willingness to work onsite two days per week.
- Bachelorβs degree (BA or BS) required.
