- Own the post-implementation success relationship for a portfolio of strategic customers, serving as a trusted advisor.
- Drive product adoption and usage, using customer insights and product data to identify adoption gaps, risks, and opportunities.
- Develop customer-specific success plans that connect Caseware capabilities to business goals, key workflows, and measurable outcomes.
- Help customers adopt new cloud and AI-enabled capabilities by identifying use cases, recommending workflow changes, and enabling internal champions.
- Conduct regular business reviews and health checks to track adoption, surface risks, and establish priorities for continued value realization.
- Partner closely with Account Management to identify opportunities for customers to deepen their use of Caseware through additional capabilities, users, and services.
- Provide consultative guidance to help customers evolve their audit and assurance processes and workflows as their use of Caseware matures.
- Coordinate the appropriate Caseware resources when technical, product, or support issues threaten customer adoption or value realization.
- Serve as a voice of the customer, translating customer workflows, adoption barriers, and feedback into actionable insights for Product Management and other internal teams.
- Collaborate across Account Management, Product Management, Customer Support, Professional Services, and Solution Consulting to deliver a consistent experience for strategic customers.
SalesforceStakeholder managementChange Management+1 more