- Monitor all tickets, chats, and calls from assigned enterprise clients to ensure team KPI performance.
- Escalate cases and guide support agents on heightened sensitivities of specific clients.
- Take ownership of cases and serve as project manager for high-priority customer needs.
- Marshall resources from Customer Success, Development, and Product to ensure comprehensive solution delivery.
- Assess the big picture of client support needs, preferences, and pain points.
- Meet monthly with customers to review open support cases and priorities.
- Assist leadership in evaluating strategies and devising innovations for enterprise needs.
- Collaborate with CSM and Onboarding teams to ensure strategic alignment.
- Maintain availability via phone and email inside and outside of business hours.
Project ManagementAccountingTroubleshooting+1 more