- Build and maintain customer relationships as the primary point of contact, providing hands-on solutions and support.
- Engage proactively with customer and internal stakeholders.
- Log customer feedback in Jira and advocate for high-impact requests.
- Identify contract renewal and new product introduction opportunities with the DDx commercial team.
- Monitor customer usage and engagement metrics to identify trends, issues, and areas for improvement.
- Develop support resources and training materials.
- Design and deliver reports and dashboards communicating product adoption and usage metrics.
- Provide technical support through a support queue, coordinating with customer IT and internal development teams and serving as an escalation point during an on-call rotation.
- Build and maintain a content library of training videos, quick start guides, and support templates.
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