- Build and maintain strong customer relationships, serving as the primary point of contact across the full lifecycle from onboarding through renewals.
- Lead day-to-day project management, including planning, progress tracking, customer meetings, and issue resolution.
- Proactively identify and mitigate customer risks, driving solutions in collaboration with internal teams.
- Receive, document, and triage customer-reported issues; assess priority based on business impact and urgency and ensure alignment with internal capacity.
- Coordinate cross-functionally with Product, Engineering, Data, and Analytics to ensure customer issues are routed, tracked, and resolved in line with roadmap and sprint priorities.
- Communicate transparently with customers on issue status, timelines, and workarounds, managing expectations effectively.
- Track and document customer requests and recurring issues, contributing to knowledge base development and continuous process improvement.
- Analyze customer data to identify adoption trends, risks, and growth opportunities, providing actionable insights to both customers and internal stakeholders.
- Conduct regular check-ins, business reviews, and renewal discussions to drive customer satisfaction, retention, and expansion.
- Serve as a trusted advisor, guiding customers on best practices and ensuring measurable value realization from the platform.
- Escalate critical issues and advocate for customer needs internally, influencing product roadmap and service delivery.
- Own and grow enterprise-level customer relationships, aligning Reveleer’s solutions with customer business goals.
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