- Build and maintain long-term customer relationships and manage high-value accounts as a point of contact for inquiries, concerns, and escalations.
- Communicate proactively with customers to understand needs, address challenges, and identify opportunities to improve their experience.
- Monitor customer satisfaction and account health to identify retention risks and opportunities.
- Guide customers through onboarding, software setup, and product familiarization.
- Schedule and lead video meetings to provide guidance, discuss account concerns, review progress, and support product adoption.
- Follow up with customers to address questions and support effective use of the software.
- Respond to customer inquiries through email, phone, and other communication channels; troubleshoot software-related concerns and coordinate with internal teams.
- Manage escalations with a focus on timely resolution, clear communication, and customer satisfaction.
- Maintain accurate customer records, account updates, and interaction notes in the appropriate systems.
- Collaborate with Sales, Product, Marketing, and other teams; share customer feedback and recurring issues to support product improvements.
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