- Build day-to-day relationships with customer stakeholders, including executive sponsors, department and service line leaders, and practice administrators.
- Partner with customers to help them use Lightning Bolt Scheduling to achieve desired business outcomes.
- Develop expertise in scheduling processes and how Lightning Bolt Scheduling can improve customer workflows.
- Use Salesforce, Zendesk, Pendo, and Looker to monitor utilization, adoption, service requests, and account health.
- Identify account risks and recurring issues, and lead process improvement and optimization initiatives.
- Resolve escalated service issues by coordinating with internal teams.
- Collaborate with Account Executives and Technical Consultants on customer account plans.
- Coordinate renewal readiness, retention efforts, and renewal risk follow-up with appropriate internal partners.
- Use virtual engagement, scalable outreach, and in-app messaging to keep lower-ARR accounts informed and engaged.
- Maintain customer documentation, meeting notes, and account intelligence in Salesforce and Confluence.
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