- Build and maintain trusted, long-term relationships with assigned customers.
- Engage customers through regular check-ins, account reviews, and ongoing communication.
- Manage a portfolio of existing accounts, research customer businesses and hosting environments, and develop account plans for priority customers.
- Monitor customer satisfaction, support history, engagement, and hosting requirements to identify concerns and churn indicators.
- Coordinate with Support and technical teams to address customer concerns and follow up after significant support issues or service changes.
- Discuss hosting requirements, website performance, migrations, reliability, and scalability with customers.
- Identify opportunities for additional hosting services, upgrades, and website migrations, and collaborate with Sales and Technical Sales on qualified opportunities.
- Maintain accurate CRM records, customer notes, engagement history, and account plans.
- Share customer feedback and recurring issues internally, and report on satisfaction, retention risks, engagement, and opportunities.
Account ManagementCRMCustomer support+1 more