- Build and maintain documented program plans for every assigned account, covering milestones, risks, dependencies, and clear ownership.
- Drive customer implementations from kickoff to production, working backwards from go-live to ensure nothing falls through the cracks.
- Translate customer requirements into actionable engineering deliverables in partnership with Product, Engineering, and FDEs.
- Manage parallel work streams across multiple accounts without losing track of what is at risk.
- Own incident and escalation management end-to-end: route clearly, communicate accurately to the customer, and close the loop.
- Own renewal outcomes for your portfolio and ensure renewals are never a surprise.
- Establish trusted advisor status with customer engineering leads, project managers, and executive sponsors.