- Coordinate the end-to-end client experience from onboarding through the ongoing Managed Services relationship.
- Serve as the primary relationship point for assigned clients while reinforcing established support channels.
- Monitor client health, satisfaction, and retention risks, proactively coordinating actions to resolve concerns.
- Manage the annual renewal calendar, including contract milestones, price increases, and service true-ups.
- Maintain accurate client profile data and engagement records in systems such as CRM/PSA platforms.
- Identify service adoption gaps and collaborate with internal teams to align services with client needs.
- Represent the client perspective internally to improve processes and service quality.
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