- Own and resolve post-go-live technical requests from customers, including configuration updates, data imports, and managed service tasks, with a focus on timely resolution and high customer satisfaction
- Collaborate with CSMs and the Support team to triage and manage technical escalations from live customers
- Work closely with Product and Engineering to support customer rollouts of new features and managed package upgrades
- Track and log time against customer requests, ensuring transparency in effort and accurate scoping
- Translate customer needs into defined technical requirements and solution designs
- Draft, scope, and refine customer-facing Statements of Work (SOWs) for new or expanded post-go-live services
- Deliver configuration updates in Salesforce, including objects, fields, flows, layouts, reports, dashboards, and permission sets
- Maintain documentation and best practices to support recurring or common post-go-live needs
- Participate in planning and stand-ups to track deadlines, progress, and scope changes for ongoing work
- Identify opportunities to improve customer outcomes through better configuration, automation, and data structure