- Own a portfolio of high-value SMB customers with accountability for customer health, retention support, adoption, and engagement quality.
- Retain customers at risk outside of your portfolio based on a case by case assignment
- Build strong customer relationships across operational and decision-making stakeholders, serving as a trusted and responsive partner.
- Guide customers through key lifecycle moments including onboarding, adoption, value realisation, renewals, and growth opportunities.
- Drive proactive customer engagement through a mix of digital motions, structured outreach, business reviews, and relationship-based interactions.
- Monitor customer health and engagement signals to identify customers at risk and take action early.
- Support churn prediction and prevention efforts by tracking account signals, running risk reviews, and building mitigation plans with internal partners.
- Maintain forecast visibility across your portfolio including renewals, growth opportunities, customer risk, and key milestones.
- Create and manage customer success plans and account action plans that align to customer goals, lifecycle stage, and business needs.
- Partner cross-functionally with Support, Product, Sales, and Operations to resolve customer issues, remove blockers, and improve outcomes.
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