- Serve as the primary post-sale contact; build success plans tied to each client’s business outcomes.
- Lead renewals end-to-end; forecast risk/opportunity; execute playbooks to protect MRR and grow NRR.
- Identify and close low-complexity expansions (e.g., additional environments, users, modules) within commercial guardrails.
- Run scaled engagement (cadenced check-ins, QBRs) with crisp executive-ready storytelling of value, ROI, and roadmap.
- Orchestrate incident and ticket management with Platform Support; manage backlogs in JIRA/Freshdesk; communicate status and root cause clearly.
- Demonstrate strong technical understanding to interpret nuanced Jira tickets and Freshdesk enquiries, supporting effective issue triage and better client outcomes.
- Maintain impeccable CRM hygiene (e.g., Salesforce) and health scoring.
- Collaborate with Strategic Account Managers to align success plans with account strategy and agreed value metrics.
- Provide adoption analytics, risk flags, and expansion hypotheses; co-present at QBRs.
- Bring voice-of-customer to roadmap; translate platform capabilities into measurable outcomes.
- Translate client feedback into reproducible plays, knowledge base content, and product requirements.
- Contribute to cross-functional incident reviews and process improvements to raise NPS and lower time-to-resolution.
- Mentor peers on insurance workflows and INSTANDA best practices.
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