- Manage a portfolio of the company’s largest and most strategic enterprise clients.
- Own retention and adoption results, including NRR, logo retention, enrollment, onboarding, and utilization.
- Lead onboarding for complex, high-profile accounts and work with Sales to set expectations and enroll members quickly.
- Monitor account health and adoption, identify emerging risks, and lead recovery plans for at-risk accounts.
- Build executive-level relationships across client organizations and maintain engagement through leadership changes.
- Use account data and analytics to prepare business reviews and demonstrate program value to senior stakeholders.
- Use AI tools and workflows to automate routine work, analyze account data, and produce client-ready content.
- Coordinate trainings and work with internal teams to resolve client issues.
- Identify opportunities to expand program coverage and partner with Sales on account strategy.
- Mentor other ERMs and contribute to playbooks, health criteria, processes, portfolio health reviews, and forecasting.
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