- Serve as the primary contact for assigned clients on customer satisfaction and problem-resolution matters.
- Provide the required number of client touches and respond to inbound calls in accordance with role performance standards.
- Present and demonstrate licensed products to help users refamiliarize themselves with the products and maximize their customer experience.
- Collaborate across departments to keep accounts informed about potential software performance issues and record customer communications in Salesforce, Excel, or another prescribed method.
- Maintain client renewal rates at or above company goals, address exit strategies, and accurately update account records with attrition details.
- Follow up on client success and account management issues routed through marketing leads.
- Identify and escalate sales opportunities within the existing customer base and support account growth and expansion.
- Facilitate on-site visits and collaborate with sales teams to maintain referenceable customer relationships.
- Participate in kickoff calls to transition account ownership after sale or implementation, and complete customer care calls.
- Identify at-risk clients and coordinate improvement plans with appropriate internal stakeholders.
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